Service Agent

What we do

We are a global software and professional services company for the financial industry, with offices in the UK, USA, Germany, Brazil, Hong Kong, Indonesia and Bangladesh. We specialize in working with investment banks to automate the issuance process for structured products. For layman, a structured product is a financial investment (not unlike a savings account) where the return to the investor depends on the performance of an underlying asset (e.g., a stock or an index). While structured products tend to offer a higher return than a savings account, they also tend to come with a higher risk. Therefore, the issuance (i.e., the creation) of a structured product and its offering to investors is highly regulated.

We offer banks automation solutions to make that issuance process simpler. The core of our automation solution is a document automation tool that facilitates the creation of fact sheets, term sheets and similar documents which describe the products. We are looking to hire developers and financial experts to work with this core automation solution.

Position Summary:

As the Service Support Agent, you will play a critical leadership role in managing and optimizing our service support operations, ensuring the highest levels of customer satisfaction and service excellence. Leveraging your ITIL training and extensive experience in IT service management, you will lead the implementation of ITIL best practices and principles, drive process improvements, and mentor and develop your team to achieve operational excellence.

Responsibilities and Duties

• Service Desk Support: Serve as the first point of contact for clients seeking technical assistance, providing timely and professional support via phone, email, or ticketing system.
• Incident Management: Manage the lifecycle of service incidents, from initial identification and logging through resolution and closure
• Problem Management: Conduct root cause analysis of recurring issues, identify underlying problems, and work collaboratively with internal teams to implement permanent solutions.
• Change Management: Assist in the assessment, planning, and implementation of changes to IT systems and services, ensuring changes are properly documented, evaluated, and authorized.
• Service Request Fulfilment: Process service requests from clients, including user account provisioning, application support, and data retrieval, following internal service request fulfilment procedures.
• Process Implementation: Contribute to the adoption and implementation of frameworks, methodologies, and best practices across the organization, promoting a culture of continuous improvement and service excellence.
• Documentation and Reporting: Maintain accurate and up-to-date documentation of IT processes, procedures, and knowledge articles, and generate reports on service desk performance, incident trends, and key metrics as needed.
• Customer Relationship Management: Build and maintain positive relationships with clients, ensuring their needs and expectations are understood and addressed promptly. Communicate effectively with clients to provide updates on incident status, resolution timelines, and service improvements.
• Internal Team Collaboration: Build and maintain strong and positive relationships with all internal teams, leveraging the expertise of L2 application support team for incident investigation and L3 development team for escalations. Work closely with Product team to review and follow support processes for new applications/features.
  

Qualifications

• Strong technical aptitude and proficiency in troubleshooting issues. Familiarity with common IT service management tools and systems. 
• A customer-centric mindset with a passion for delivering exceptional service and support.  
• Excellent communication skills and the ability to interact professionally with clients of all levels. 
• Ability to work effectively as part of a team, collaborating with colleagues and stakeholders to achieve common goals.  
• Willingness to share knowledge and contribute to a positive team environment
• Excellent writing and presentation skills in English language. 
• Strong organizational and time management skills, with the ability to prioritize tasks, manage workload effectively, and meet deadlines in a fast-paced environment. 
• Flexibility and adaptability to changing priorities, business needs, and client requirements.
• Willingness to embrace new technologies, tools, and methodologies. 
• ITIL Certification good to have.
  

If you have the skills, experience and drive to excel in this challenging and rewarding role, we would love to hear from you. Apply today and take the next step in your career with us 

WSD is an employer that values diversity. We highly encourage applications from appropriately qualified and eligible candidates irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression, veteran status, disability, or any other status protected by applicable law.