Experience required for Job: 1 - 3 years
Job Annual Salary: Not Mentioned
Job location: Anywhere in Northern India
We have an urgent opening for you with our Delhi-NCR based client "Fidelity International Limited" for "GURGAON LOCATION"
Work Location:: Gurgaon
Position: Helpdesk / Servicedesk Analyst
Experience: 1 yrs to 3 yrs
Bravura Solutions Limited (BSL) (ref: www.bravurasolutions.com) is a leading global provider of software applications in the areas of pension, life insurance, private wealth, portfolio administration, transfer agency and financial messaging. The company has over 600 staff supporting over 180 clients from fourteen offices across Australia, UK, New Zealand, Hong Kong, South Africa and Europe. Today, BSL software administers over 18 million and more than $1.5 trillion in assets.
Fidelity International Limited (FIL) was established nearly 40 years ago and is one of the largest independent mutual fund managers in the world. The company and its subsidiaries manage more than $200 billion for millions of investors around the world â€" major institutions as well as private individuals. Through combining a global reach with a local focus, FIL have become one of the UK's largest mutual fund managers and has an increasing presence in Europe, Asia, and specifically India.
Since 1999, FIL has owned a technology company called Mutual Fund Technologies (MFT). MFT is a specialist technology and managed service provider to the fund management industry. MFT’s key product is called GFAS and today the platform is one of the largest and most used European Transfer Agency systems.
In June 2010, as part of an agreed growth strategy for MFT, it was decided that to support the company’s next period of significant growth, it should combine forces with another technology company. Therefore, a corporate transaction occurred whereby FIL sold the MFT business to Bravura Solutions Limited (BSL), a leading global technology company. As part of this transaction, it was agreed that MFT’s India-based team of technology specialists (approximately 29 staff) would transition from FIL to BSL by June 2011. Ahead of this transfer, and for a period of up to 12 months, the staff would remain as FIL employees.
BSL is committed to creating and growing a significant India presence over the next 1 â€" 3 years and in doing so building a technology and operation’s servicing hub, to support its global customer base.
This role will therefore initially be part of FIL, however, the aim is that it will transfer to BSL by June 2011.
Job Description
The their clients Help Desk Analyst provides the main day-to-day interface between Systems and, and is responsible for creating a good image about the quality and availability of IT services. The role involves handling end-user contacts (via e-mails & web tickets) for monitoring incidents and customer queries, and the use of appropriate remote access software packages to achieve the maximum possible first time resolution rate. Any incidents that cannot be resolved remotely are allocated to the appropriate support teams.
The successful candidate will be required to work during New Zealand, Australian and UK business hours.
Key responsibilities
• 1st Level issue triage activities based on well defined issue management scripts
• Monitor and manage issue lifecycle progression and scope
• Respond quickly to all queries and incidents as per defined SLAs
• Manage incidents & issues via e-mail, web reporting or network monitoring tools
• Recording and maintaining the integrity of data within the incident and problem recording system, JIRA
• Routing user requests to the appropriate support teams
• Assessing the severity, impact and risk of incidents and escalating to the management, whenever required
• Resolving straightforward incidents using appropriate tools, wherever possible
• Monitoring, tracking and reviewing the progress of an incident, and keeping the customer informed
• Relay information updates and unscheduled service alerts to business users
• Monitor and manage client and Bravura management dashboards. Provide management information and reports on existing IT services and products.
Experience and Qualifications
Essential Skills Required: Technical
• At least 1 year experience in Help Desk/Service Desk environment. Familiarity with the tool, JIRA will be an added advantage
• Prior experience of working in Windows environment
• Strong MS Office 2003/2007 skills
• A good understanding of working with Intranet/Internet based applications
Business Domain related
• Exposure to Finance industry is preferred
• Good understanding of Wealth Management products would be an added advantage
Behavioural
• Excellent oral and written communication skills, distinguishing between business and technical audiences
• Proven commercial aptitude with good customer service skills
• Ability to multi-task, prioritise workload and work under pressure
• Ability to adapt to continuously changing procedures and environment.
• Organised with good attention to detail
• A positive ‘can do â€" will do’ attitude is essential
• Ability to work unsupervised, managing goals and deliverables
• Flexibility and adaptability
• Able to work as a team player and as an effective, self-motivated individual
If intrested plzz mail us an Updated copy of resume with your curent ctc, expected CTC and Notice period.....also update us if any of you friend is interested for the same position.!!
Waiting for your kind reply!!!!
Thanks and Regards,
Sonia/Rohit/Preeti/Sarika
011-47052813