BackOffice IT Support

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • Morgan Stanley
  • 16 Jan 17

See job description for details

BackOffice Business Units includes:
- Finance
- Corporate Services
- Human Resources
- Legal & Compliance
- Technology
- Internal Audit
- Operations

Duties & Responsibilities include but not limited to the following:
- Ensure stability of desktop environment
- Leads and coaches consultants and provides technical/procedural guidance
- Perform impact analysis for business and IT events
- Safeguard stability of desktop environment
- Perform root cause analysis and remediation on recurring issues
- Engage other silos in IT for escalation of unresolved problems
- Acts as a liaison between business units and other IT silos
- Manages IT incidents by engaging the necessary IT silos and providing timely communications to stakeholders and impacted users
- Measure support capacity and operations through metrics, reporting and auditing
- Coordination with vendor for implementation and support of third party applications and systems
- Identify opportunities for automation and efficiency enhancement
- Work closely with the Service Manager to maintain and improve the service level of the team
- Co-ordinate and communicate product deployment and policy rollout with stakeholders
- Build strong relationships with stakeholders in IT silos and business units
- Coordinate cross-silo projects, strategies and best practices

Qualifications:

Bachelor's Degree with 3 to 5 years of relevant experience as IT support specialist.
- Strong leadership and interpersonal skills
- Excellent analytical and problem solving skills
- Excellent verbal and written English communication skills; ability to frame technical information appropriately to address different target audience
- Strong mindset of Information Security and IT Security
- Strong sense of ownership; must take initiative and follow through issues from beginning to end
- Strong customer service mindset and skills
- Able to operate effectively in stressful situations, e.g. during a system outage affecting critical systems and high-level users. Ability to deal with users effectively and calmly in crisis situations
- Proven ability to work independently with little supervision as well as in a team environment
- Proven track record to work with regional and global partners
- Previous experience in business unit engagement
- Project co-ordination or management experience
- Comprehensive knowledge of Windows operating system, applications and computer hardware
- Understanding of ITIL terminology and workflows
- Good knowledge of investment banking industry
- Chinese reading and Mandarin/Cantonese speaking is definitely a strong advantage