Service Desk Analyst

This position is within Acadia.  Acadia is wholly owned by LSEG (London Stock Exchange Group) and is part of its Post Trade division.

Fintech Support forms part of the Client Services department responsible for delivering technical support to clients globally 24×6.  You will act as the first point of contact to the clients, handling service requests, incidents, problems, escalations, and providing an interface for other functions such as new client on-boarding.  You will be supporting the proprietary trading application and transaction network for a leading financial technology provider. 

In this entry-level role you will learn about trading technology and the collateral management business.  Join an established team here in the Philippines that offers the opportunity to gain knowledge, growth and career development while working in a family-oriented environment with work-life balance.

Role Responsibilities:

• Ensure that the highest levels of service are delivered to clients 
• Provide telephone and email-based customer support 
• Provide first-line investigation and diagnosis, resolving at first contact whenever possible and keeping customers informed of progress 
• Assess the impact and urgency of cases and gather appropriate information for the request 
• Responsible for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently 
• Maintain accurate records of activity taken throughout the lifecycle of a case 
• Management of escalation through other teams, ensuring high quality of feedback and service to customers at all times 
• Work closely with Service Management Team to maintain excellent service including handing over to US 
• Develop a good understanding and technical expertise across all products 
• Resource for project work 
• Support the Client Services Manager towards continuous improvement of team process and customer experience 

Experience and Qualifications Required:

• At least 1 year of experience in customer support is a plus.
• At least 1 year of experience in Financial Services / Trading Support is a plus.
• Bachelor’s Degree, Finance or related degrees preferred
• Recent graduates are welcome to apply
• Good understanding and awareness of IT terminologies 
• Ability to translate technical language into user-friendly information
• Must be flexible to work shifting schedule
• Excellent communication skills (written and verbal) 
• Good decision-making skills (able to act decisively under pressure)  
• Highly motivated and an energetic team player, determined and driven with a can-do attitude 
• Ability to work in a high-pressure environment in terms of volume and intensity of activity 
• Ability to adapt to new situations quickly and think on his/her feet  
   

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.

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