IFDS- Transfer Agent (Service Desk & UAA Coordinator)-Associate-2-Dublin IFDS- Transfer Agent (Service Desk & UAA  …

State Street Global Advisors.
in Dublin, Leinster, Ireland
Permanent, Full time
Be the first to apply
Competitive
State Street Global Advisors.
in Dublin, Leinster, Ireland
Permanent, Full time
Be the first to apply
Competitive
State Street Global Advisors.
IFDS- Transfer Agent (Service Desk & UAA Coordinator)-Associate-2-Dublin
Grow your career at State Street
From technology and product innovation to corporate responsibility and community development, we're making our mark on the financial services industry. We're a global company with diverse people and experiences, and a network of over 35,000 employees spanning more than 100 markets. For us, success comes from the impact our employees have - on our clients, our communities and each other.
We're committed to providing an inclusive environment where all employees feel valued and supported. Join us and make your mark at State Street.

Provide first contact resolution for items that fall within the scope of Service Desk & UAA responsibilities, as well as escalating and coordinating the activities between users and IT teams to ensure a timely and effective resolution. Manage the review process and conduct the initial analysis to determine prioritization and assignment of daily requests and incidents. The incumbent serves as the face of IFDS to the user community, ensuring seamless service and a positive client experience.

The successful applicant will be required to work within a team structure and to deliver a high valued service and service improvements that will benefit the business community. They will be integral to ensuring that defined service processes and controls are followed to a high standard. They should have a positive 'can do' attitude, eager to support colleagues and to contribute to the success of your team, department and wider organization.

In the role of IFDS- Transfer Agent (Service Desk & UAA Coordinator) you will be responsible for

General Role & Responsibilities:

User Access Management:
  • Provide first contact call resolution for access requests where possible within scope of Service Desk/ UAA responsibilities
  • Take ownership of Requests and Incidents to ensure end-to-end support processes are followed and that a high level of excellence and quality is delivered
  • Communicate status updates relating to ticket progress
  • Ensure all information is documented within the request ticket as an ongoing record, separating internal notes from client/user appropriate updates
  • Ensure that Requests for user access administration are completed within SLAs, ensuring proper approvals are in place, access provisioned timely and proper audit controls and practices are adhered.
  • Ensure provision of service excellence across all activities and tasks
  • Perform ticket trending and share results with the business with the aim to re-educate, address any service gaps and to enhance the end user service experience
  • Participation on the out of hours rota were required, to provide first level service support
  • Identify and implement service improvement initiatives that will make a positive difference

Incident & Request Management:
  • Manage incoming Incident and technical client requests via phone and/or e-mail in a timely and efficient manner
  • Perform initial classification for incoming incidents assigning category, configuration item, impact and urgency
  • Conduct preliminary research and analysis of the issue symptoms, reviewing the Knowledge Base, and make appropriate recommendations for interim workarounds and resolutions
  • Escalate Incidents and Requests to support level teams, as needed, while ensuring timely resolution and response to the user base
  • Participation in audit activities related to Incident and Access Management
  • Ensure access reporting and access recertification is prepared, validated, distributed and completed accurately and in a timely manner
  • Act as liaison representing Service Desk during major Incidents and outages and ensure timely and accurate communications to the business.
  • Communicate with users to ensure acceptance of Incident resolution
  • Compile data through Incident entry for use in management reporting and prioritization of Incidents
  • Ensure active engagement with business users to ensure missing information is secured to aid investigations
  • Work together as a cohesive team member providing support for Service Desk associates as required

Reporting:
  • Track and report on trends in incident and request management and user administration requests to show ability to meet SLAs
  • Provide data to identify areas to target for improvement
  • Identify and provide feedback relative to functional or operational gaps in self-service products
  • Communicate and collaborate with various support groups / teams to ensure reviews are completed prior to communication with stakeholders
  • Provide input into product documentation and recommend changes to enhance existing processes and procedures. Re-educate user based to ensure clear on product usage.
  • Contribute to the monthly , daily , weekly MI reporting and create service decks/reporting were required

Competencies
  • Excellent written/verbal communication skills and listening skills; ability to communicate complex business and technical matters in simple terms
  • Good analytical and problem-solving skills; able to take a logical approach to problem analysis, exploring alternatives
  • Able to concurrently handle and coordinate multiple items/tasks at various stages of their lifecycle; able to multi-task and adjust to multiple and changing demands and priorities
  • Previous experience in customer service/support roles
  • Demonstrated ability to work in a team environment; g ood interpersonal and relationship building skills
  • Experienced with ticket tracking system(s); ServiceNow is an asset
  • Exposure to audit processes and audit review
  • Working knowledge of MS Office Products
  • Detail-oriented, with the ability to probe and ask questions to clarify understanding, seeking clarity when necessary
  • Strong organizational and planning skills
  • Good research and information gathering skills, with the ability to apply new information/concepts/procedures in a constructive manner
  • Able to work overtime and weekends when required

To be successful in this role, your experience should include:

Important Requirements:
  • College Diploma or equivalent work experience
  • Prioritization - ability to organize work in order to accomplish multiple and changing priorities within specified timeframes
  • Ability to work with minimal supervision
  • Previous experience providing client support in the financial services industry and/or a service oriented environment preferred
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