Service Desk Analyst - Graduates of Finance

The Programme

This position is within Acadia - Acadia is wholly owned by LSEG (London Stock Exchange Group) and is part of its Post Trade division. 
 
Service Desk Analyst will act as the first point of contact to the clients, handling service requests, incidents, problems, customer concerns, 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.

What You Will Do

• 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 advised of progress. 
• Assess the impact and vitality of cases and collect 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 customer concern 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

Required Skills and Abilities

• 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 
• Fresh 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 fast-paced environment in terms of volume and intensity of activity. 
• Ability to adapt to new situations quickly.

At LSEG, we believe that creating a diverse and inclusive organization is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose – driving financial stability, empowering economies and enabling customers to create sustainable growth – in everything we do. 
 
Working with us means that you will be part of a dynamic organization of 25,000 people across 70 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. 
 
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.