Senior Systems Services & Support Analyst
CHN-Hong Kong-Hong Kong

Department Overview The Helpdesk’s primary responsibility is providing premium support for Equity Trading and research applications, including both proprietary applications developed by Fidelity systems groups and third party vendors.

The Help Desk provides a single point of contact for problem resolution and process management and customer follow-up, for all technology related client issues & requests.

The Helpdesk will triage all events. Unresolved events will be assigned to Level 2 / Level 3 groups for troubleshooting.

The Helpdesk must work effectively with these global groups; keep the customers informed of status; and escalate if necessary.

The help desk primarily provides support to staff on-site in Hong Kong. They must also support users who travel and staff in other locations including London and Tokyo when in need.

The Helpdesk must work with support groups and peers in multiple locations and time zones, including UK, USA and Asia when there is a need.

Primary Responsibilities

  • A highly motivated self starter and team player, who operates successfully in an environment that is technically diverse and fast-paced.
  • Initiate incident tickets, follow escalation protocol, and work issues to resolution.
  • Conduct initial support, classification, and prioritization activities (triage).
  • Follow crisis management procedures for high impact issues based on Business Unit Impact protocol.
  • Provide constant follow-up and communications for closure of daily incidents to impacted customer.
  • Monitor the status and progress toward resolution of all open incidents.
  • Route requests to other Support Groups when required.
  • Perform root cause analysis and remediation of issues.
  • Demonstrate great attention to detail and accuracy.
  • Participate in Disaster Recovery planning and exercises.
  • Provide operational reporting / trending of incidents.
  • Recommend tools & processes to streamline and improve Help Desk processes.
  • Be open to, and contribute to, evolution of the role and responsibilities.
  • Communicate effectively on the phone, and in-person.
  • Produce clear and concise written communications.
  • Keep manager informed of progress in solving problems when appropriate.
  • Candidate must possess organization and prioritization skills that can be applied in a demanding customer support role.
  • Create clear and concise end-user documentation, to facilitate the seamless introduction of new technology & applications.
  • Educate and train existing customers on new applications or infrastructure that is being rolled out
  • Educate and train new starters on existing applications and infrastructure.
  • Must be available to provide daily Help Desk Support coverage for designated shift.
  • Hours of operation are 7 : 00am to 6 : 30pm.
  • Work flexible shifts, holidays and off-hours when necessary.
  • Be able to travel occasionally
  • Establishes working relationships with Customer User base, Application Support Lead, Developers, QA team across other regions
  • Skills & Experience

  • Customer Service skills Excellent client facing skills Remain calm under pressure, while maintaining the correct level of urgency and focus.
  • Work effectively with teams and customers in multiple locations, including US, UK and Asia. Strong communication skills and the ability to work in a demanding environment.

  • Problem Solving skills Very strong diagnostic, problem solving and problem management skills. Must be logical; effective at triage;
  • able to diagnose root-cause; and escalate and follow-up as necessary

  • Financial Services Industry knowledge (5+ years) Equity Trading support experience highly desirable. Knowledge on OMS, Newport and other trading applications
  • The candidate must have a good understanding of the equity trade life cycle including middle / back office operations
  • Familiar with FIX messaging protocol and Broker / Exchange Connections
  • Hands-on technical experience in UNIX, Autosys and monitoring tools like Splunk
  • Expertise in SQL at the intermediate level is acceptable Experience with Equity Research, Portfolio Management and Risk applications Understanding on Mutual fund would be desirable
  • Computer & desktop applications skills Highly proficient in Excel & Word. Proficient in Outlook / Exchange and Windows Desktop.
  • Knowledge of Remote Access products and products such as Citrix, Xen, VDI’s.

    Desired Skills

  • An undergraduate degree is desired, preferably in computer science or finance.
  • IT Technical Infrastructure skills such as networks, scripting, database principle, etc.
  • Understanding of the following : investments, portfolio, and trading concepts; fund accounting, company and industry financial research concepts.
  • Market data applications experience a plus, such as : Reuters, Bloomberg, Factset, Tradeweb, etc.
  • System or Business analysis skills and experience.
  • How to Apply If you wish to apply for this position, please email your CV to Margaret Chow, Human Resources at margaret.

    chow together with a Cover letter. Company Overview At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want.

    We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates.

    For information about working at Fidelity, visit Fidelity Investments is an equal opportunity employer.

    Systems Administration & Support

    Education Level

    Bachelor's Degree ( 16 years)

    Standard : Overtime Status


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