Sales & Trading Desktop Support Team Lead
Morgan Stanley
Hong Kong, Hong Kong, Hong Kong, Japan Asia


The Sales and Trading Support Team's primary focus is to provide frontline desktop support a number of departments including Institutional Equities Division, Fixed Income and Foreign Exchange Division and Fund Services.

Responsibilities :

  • To maintain a stable desktop environment for the Sales & Trading business units
  • Provide 1st level troubleshooting support on software & hardware, OS, applications and remote devices as required
  • Escalation, management and communication of IT incidents or outstanding problems
  • Perform root cause analysis and escalate to vendor or other technology teams to reduce reoccurrence of issues
  • Act as a liaison between the BU and other IT groups
  • Perform testing, user piloting and deployment on both software & hardware
  • Create and maintain support documentation
  • Support the delivery of projects and initiatives both regionally and globally; track and communicate project milestones;
  • communicate product deployment to target users

  • Extract and consolidate metrics for Service Manager reporting and auditing of team performance; highlight recurring issue trends
  • Identify opportunities for automation of repetitive tasks and team working efficiency enhancements
  • Provide technical & procedural guidance or instruction to consultants
  • Partner with the Service Manager to develop and enhance the technical service level provided by the team
  • Understanding of Risk and the role the team plays in the Firm in minimizing Risk
  • Standard working hours are in operation, however there is the need to be flexible due to some on-call, incident management, weekend work checkouts and adverse environmental factors
  • Requirements :

  • Bachelor's Degree
  • More than 4 years of relevant IT support specialist experience
  • Understanding of ITIL methodology
  • Verbal and written English communication skills
  • Desired Experience in the following :

  • Trade floor experience
  • Understanding of Market data
  • ITIL Foundation Certificate
  • Strong verbal and written English communication skills
  • Experience coordinating projects
  • Demonstrable experience providing individuals with technical development
  • Analytical and problem solving skills
  • Strong Information and IT Security mindset
  • Keen sense of ownership, following issues through to conclusion
  • Customer service mindset to generate customer value, loyalty and trust
  • Ability to work whilst under pressure, dealing with users effectively and calmly in stressful situations
  • Track record working with technology partners
  • Technical knowledge of Microsoft Operating Systems, Application support and fault diagnosis as well as associated computer hardware and peripherals
  • Experience supporting Financial Institution applications
  • Multilingual skills and international experience is a plus
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