Specialist, Technical Desktop

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Specialist, Technical Desktop

Apply locations PHL-Taguig-World Square time type Full time posted on Posted Yesterday job requisition id R0082638

Technical Support is searching for highly motivated persons to participate on the growing team with footprints across the globe. The ideal candidate would be technical specialists with strong analytical skills, have a strong desire to learn and possess a good sense of customer service.

Technical Support works in the fast-paced environment of Market Data where our customers expect timely and accurate resolutions. We are looking for individuals that exude ownership and follow through on commitments to our customers. The qualified and successful candidate will be part of the Desktops/Specialist Operations team and would be expected to adapt quickly and work in a shared environment to deliver a positive customer experience.

Role Purpose:

• Provide technical support for complex issues affecting Refinitiv products to customers, internal partners, and 3rd party engineers.
• Remotely resolve issues or look for trends and implement preventative measures.
• Demonstrate innovative technologies to ensure globally-consistent support tasks.

Major Responsibilities:

• Provide expert technical support for several LSEG products.
• Work with Product teams and Development groups.
• Record all customer queries, interactions, and investigation progress in the CRM tools provided (Salesforce).
• Keep clients updated throughout case life-cycle.
• Follow all policies and procedures for managing and raising customer issues to reduce resolution times.
• Work with 3rd party service providers.
• Perform break fix activities affecting customer sites remotely and arrange for on-site dispatches when required using global consistent methodologies and tools.
• Provide expert technical support for problem resolution, including reproduction of customer issues.
• Provides high-quality technical advice to internal partners and 3rd party engineers.
• Maintain awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing.
• Create and maintain knowledge documents.
• Deliver product or technical trainings to frontline teams.
• Call out major, elusive, and recurrent issues that are impacting clients.
• Able to work shifts (desk will provide 24hr coverage).
• May be required to work weekend on rotation basis.
• May be required to work as part of the project implementation team to integrate LSEG's products at customer site.
• May be required to deliver technology or product training to customers.

Qualifications:

• English fluency required.
• Logical problem solver who is self-motivated and a strong contributor within a team.
• Solid understanding of operating systems, networks, IT security and Office suite of products. Knowledge of any programming language is a plus.
• Ability to communicate effectively both verbally and in writing with customers and colleagues at all levels of technical and non-technical skill sets.
• Experience in a customer service environment and having outstanding Customer Service skills.
• Ability can work with visual teams to successfully deliver projects or resolutions to customer concerns.
• Basic level knowledge of financial markets.
• Demonstrates can-do attitude in challenging situations.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership , Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject .

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.

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About Us

LSEG (London Stock Exchange Group) is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our culture of connecting, creating opportunity and delivering excellence shapes how we think, how we do things and how we help our people fulfil their potential.

Our organisation

Our Data & Analytics, Capital Markets and Post Trade divisions have a combined power that provides a comprehensive, integrated suite of trusted financial market infrastructure services to help our customers pursue their ambitions. Explore our divisions

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LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across Europe, the Middle East, Africa, North America, Latin America and Asia Pacific. Find out more