The EU Service Desk provides support service to customers and forms part of ION''s global support team. The desk is responsible for providing both on-site and remote support to users and trading support personnel, maintaining a strong relationship with clients as well as developing a deep understanding of client systems and business practices.Key ResponsibilitiesReceives all client raised incidents and enters on the internal call logging systemAnalyses each call, using business acumen to identify the nature of the incident and action appropriatelyDeals with calls immediately, either independently or by passing to the appropriate team to ensure optimum resolutionWorks to improve knowledge and skills to increase 1st line resolution within the service deskAttends client site to assist with issue resolution and increase business knowledge where requestedDevelops strong working relationships with other departments to assist with the delivery of our service to clientsAdheres to "best practice" and department procedures for client communications, incident progression and investigationParticipates in the team shift patterns and assists with weekend work and out of hours escalation when requiredRequired Skills, Qualifications and ExperienceHold an IT, numerate or business related Degree or equivalent experienceMinimum 0-2 years of experienceHave an enquiring mind with an analytical and proactive approach to problem solving, even when under pressureAbility to read and understand code in one or more of the following: C++, TCL, UNIX ScriptingService desk analysts need to be dynamic, resilient, objective, delivering rapid and accurate solutions to the incidents raised by customersExcellent written and verbal communication skillsA confident and professional mannerAble to manage own time and a changing workloadCo-operative approach to working with team members and other departmentsAble to view situations from a customer perspective and act accordinglyA strong desire to develop a deep understanding of financial markets and business flows and Fidessa''s functionalityWorking knowledge of networks and network infrastructure is desirableAbout us

We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.• Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.• Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.ION is a rapidly expanding and dynamic group with 13,000 employees and offices in more than 40 cities around the globe.Our ever-expanding global footprint, cutting edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision.ION is committed to maintaining a supportive and inclusive environment for people with diverse backgrounds and experiences. We respect the varied identities, abilities, cultures, and traditions of the individuals who comprise our organization and recognize the value that different backgrounds and points of view bring to our business.ION adheres to an equal employment opportunity policy that prohibits discriminatory practices or harassment against applicants or employees based on any legally impermissible factor.External.Form.IONGroup.Jobs.SubscriptionEmail *Page TitlePage URLutm_sourceutm_mediumutm_campaignutm_contentIPGFTrackEventWhat is (20 + 30)? * Please type "50" in the field above. This is to prevent spambot entries.Landing PageIf you are human, leave this field blank.

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