Sales & Trading Desktop Support Team Lead Sales & Trading Desktop Support Team Lead …

Morgan Stanley
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Last application, 25 Mar 20
Morgan Stanley
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Last application, 25 Mar 20
See job description for details

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.

- 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


- 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