Job ref no.: CT3114386-01#8411

High Touch Desktop Support Technician

JP Morgan Chase

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
  • Technical Acumen/Operational Efficiency/Risk & Compliance Management
  • 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
  • Communication/Firm-wide Broader Contributions/Teamwork
  • 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
  • Leadership/People Development
  • 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


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More job information
Job ref no. CT3114386-01#8411
  • N/A
Job Function
Employment Term
  • Permanent
  • Full-time
  • 0 year - 5 years
Career Level
  • Entry level
  • N/A