The responsibility of this role is to provide on site and remote desktop support services for GTI. The standard work week will be 37.5 hours, with weekends and additional hours as required. Duties include:
Desk-side and Remote support desktop technology platforms
Solid experience on Voice/phone/trader turret support is preferred
Effective queue and ticket management
Perform software install pushes using remote access tools
Effective utilization of collaboration tools (i.e. Instant Messaging, Outlook, etc.)
Communicate with clients and follow-up on all open and pending tickets
Escalate incidents to regional resources where necessary
Achieve first-call resolution (FCR) in a timely manner
Identifies persistent problems, escalates when needed and document solutions.
Leading & participating in project rollouts, moves co-ordination, technology upgrades, new installations, building powerdown, disaster recovery, service improvement, control and cost initiatives
Financial Management/Cost Control/Innovation
Develops and seeks out opportunities to invest in and leverage appropriate technology resources to maximize productivity
Integrates policies and procedures to facilitate productivity of their team. Is creative in identifying solutions for clients
Seeks best practices
Contributes to the achievement of business objectives by applying knowledge of its business and function
Provides consultation or guidance to management and others using his/her expertise
Manages tasks and projects independently and to completion
Meets deadlines and communicates project status to appropriate parties
Core Technology - Exposure and experience with Windows7, Office 2010/2013, Exchange 2010/2013, Active Directory,
Market Data Services (MDS) - Bloomberg, Reuters, Blackberry, and basic networking protocols. Line of Business product knowledge - General understanding of Investment Banking Line of Business's and specific business knowledge.
Applies product/industry/market/functional/technical knowledge to produce value-added results that contribute to business solutions
Uses independent judgment to solve problems/issues against appropriate service levels and performance indicators
Understands risk to the environment and assesses if the controls and metrics are adequate in reducing risk
Manages operational risks, by recognizing gaps in technology and process, developing solutions and escalating issues to management
Meets all agreed service levels and metric targets for role put forth for measurement
Disseminate information effectively for changes in infrastructure, status and/ or updates for open items, policies / procedures and any other GCS business to our customers, business partners or other stakeholders.
Communication is either verbal or written and articulated in a way to clearly drive the team's agenda.
Effectively communicates with team members, senior management
Conveys a sense of urgency when appropriate
Works cooperatively and shares information with and across teams
Lends insight and value-added commentary in meetings
Balances team skill set against duties assigned and seeks opportunities for improvement to be more productive
Participates in Firm-wide initiatives
Demonstrates integrity and honesty in every situation. The ability to guide, motivate staff and mentor staff. Does not shy away from additional responsibility and holds his/herself accountable to a higher standard. Sound decision making skills.
Demonstrates caring personality and passion when interfacing with colleagues and clients. Someone who makes you believe.
Demonstrates the ability to drive the organization forward.
Demonstrates leadership assessing and balancing individual skill set against duties assigned and seeks opportunities for improvement to be more productive
Accepts responsibility for actions of self and others through positive feedback and recognition on a regular basis
Seeks opportunities to help set direction or solve key problems escalating appropriately when necessary
Speaks and acts with confidence seeking new challenges; training and development related opportunities to broaden learning
Demonstrates a personal commitment to work and to the team; influences and motivates others to accomplish goals
Maintains composure during stressful situations; remains open to change
Is receptive to constructive feedback; is able to give constructive feedback
Our Global Technology Infrastructure group is a team of innovators rewarded with innovators who love technology as much as you do. Together, you'll use a disciplined, innovative and a business focused approach to develop a wide variety of high-quality products and solutions. You'll work in a stable, resilient and secure operating environment where you-and the products you deliver-will thrive. W hen you work at JPMorgan Chase & Co., you're not just working at a global financial institution. You're an integral part of one of the world's biggest tech companies. In 14 technology hubs worldwide, our team of 40,000+ technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world.
At JPMorgan Chase & Co. we value the unique skills of every employee, and we're building a technology organization that thrives on diversity. We encourage professional growth and career development, and offer competitive benefits and compensation. If you're looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you.
Internal Number: 4638155
About J.P. Morgan
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