Helpdesk Support Analyst
Posted on May 13, 2009
Filed Under Customer Service, Help Desk, Macquarie Offshore Services, Makati City NCR, Metro Manila NCR, NCR |
Macquarie Offshore Services Pty. Ltd.
Macquarie Group (Macquarie) is a global provider of banking, financial, advisory, investment and funds management services headquartered in Sydney, Australia. Macquarie’s main business focus is making returns by providing a diversified range of services to clients. Macquarie acts on behalf of institutional, corporate, and retail clients and counterparties around the world.
As an owner and manager of significant community assets, Macquarie works closely with governments around the world to deliver important services including transport, roads, airports and utilities. Specialist funds, which manage these assets, contribute approximately 11 per cent of Macquarie’s total operating income.
Macquarie’s approach to risk management is long-standing. Strong risk management practices are embedded in business unit management with central oversight of credit, market, funding, compliance and operational risk. These, together with committed, quality staff are key drivers of Macquarie’s success.
Founded in 1969, Macquarie operates in more than 60 office locations in 27 countries. Assets under management have a total more than $A235 billion. Macquarie has been active in Asia for more than a decade, establishing our first office in Hong Kong in 1994. Today, we have people in 16 cities in 11 markets across the region.
Macquarie’s Information Technology Group (ITG) is responsible for the management of Macquarie’s global technology infrastructure, the support and development of existing business systems, and the delivery and deployment of new systems, technologies and services. Each of Macquarie’s business Groups have a dedicated IT team partnering with them to understand the Group’s specific technology needs and to provide innovative and effective IT solutions.
The Manila Resource Centre (MRC) based in Makati City, Metro Manila forms part of ITG’s strategic goal to offer first class IT support and development to the Macquarie group of businesses and since it’s inception in October 2007, the MRC has played a key role in the provision of ITG services to end users within the organization.
Helpdesk Support Analyst – Manila Resource Centre
The Infrastructure Technology Services team is seeking to recruit junior technology engineers to join a dynamic team which maintains and administers mission-critical leading-edge infrastructure for the global Macquarie Group of companies.
In this role you will be responsible for providing service and support to internal clients and for the systems and infrastructure technology that allows the bank to operate.
Responsibilities:
• Providing first-class system support from initial client contact to closure;
• Working quickly and effectively to take action against requests and incidents or escalating as required.
The following characteristics are considered essential:
• University degree in computer science or engineering, or equivalent;
• Ability to undertake shifted work patterns to cover a 24×7 environment;
• A strong, dynamic character, capable of dealing effectively with colleagues and business users working in a constantly evolving environment;
• Prepared to participate hands-on in the moves, adds and changes of infrastructure hardware and operating systems;
• Ability to work as part of a regional team across multiple countries, cultures and time-zones;
• Ability to remain calm under pressure and when faced with adversity or urgent issues;
• Customer-focused with a “service first” mentality and best-in-class communication skills;
• Ability to view current processes and procedures as opportunities for enhancement, tuning and improvement.
Minimum required experience:
• 2 years recent experience supporting customers and systems in a Microsoft Windows environment, specifically:
o Windows XP desktop operating system
o Active Directory
o Exchange email
• Currently operating in a similar role in another organization;
• Troubleshooting and escalation of production problems and issues using structured processes;
Experience in the following areas would be considered advantageous:
• Working in a financial institution
• Team or shift leadership
• Remedy trouble-ticketing system
• Legato Networker backup solution
• BMC Patrol, MS MOM and IBM Tivoli monitoring systems;
• ITIL practices
• Blackberry Enterprise Server (BES) administration
Interested applicants may apply online. Please visit the Macquarie website and submit your cover letter and resume to job number 522338 at:
Website: www.macquarie.com/careers.
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