Purpose To be the first point of communication for Clients, Customers and Colleagues who may be encountering Application Related issues, providing support in a manner that ensures that the credibility of IT is both maintained and enhanced.

Responsibilities:

• Provide 1st and 2nd line technical support of all Application related issues
• Ensure that the IT application architecture remains consistently available to all users (including colleagues, clients, business partners and suppliers) through:
• Management and delivery of scheduled daily, weekly, monthly and quarter end application tasks
• Identification, management and resolution of incidents
• Identification, management and root cause elimination of problems
• Identification, management and implementation of application or process improvements
• Effectively manage and prioritise requests or incidents via helpdesk, mailbox, phone calls and walk-ups.
• Support start of day processes
• Support and monitoring of the Dealing system - end to end from Platform through to Custodian.
• Understand the business strategy and contribute to the overall goals of the business through software support and development
• Ensure that all practices and principles adopted have the best interests and needs of colleagues, customers and suppliers at their core
• Maintain a technical advantage through continual training and personal development
• Support Mission and Tenets and subscribe to TCF (Treating Customers Fairly) initiatives
• Shifts rota covering support hours from 6am to 6pm
• Saturday start of day work on a rota basis
• On Call Evening and Weekend rota support for incident handling
• Other, as reasonably requested by line manager

Skills & Knowledge:

• Proven knowledge and experience using Microsoft SQL Server and Transact-SQL
• Good (intermediate level) working knowledge of Microsoft Excel, XML messaging and Windows Server/Desktop troubleshooting
• Proven track record of delivering to commitments
• Good written and oral communication skills
• Good knowledge of industry recognised IT and Support practices and methodologies including ITIL
• A basic understanding of investment markets is an advantage
• Comprehensive functional knowledge of Business Operations and processes and related

Technology Qualifications:

• Degree or equivalent knowledge
• Ensure industry recognised qualifications are current and up to date
• Ideally ITIL Foundation Qualified

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