• Desktop Support Analyst

    Job Locations CN-Shanghai
    # of Openings
    Position Type
    Permanent Full-Time
  • Role Description

    FNZ are seeking Service Desktop Support Analyst to join the Europe Infrastructure team , and this role is located in Shanghai.


    Desktop Support Analyst will be responsible for:


    • Answering incoming help requests from end users via email, phone and service desk systems
    • Capture all user identification information and nature of problem or service request
    • Perform standard change, request fulfilment and all system access requests in support of FNZ Shanghai user base, Corporate & Platform IT.
    • Prioritise and schedule problems. Escalate problems to the wider Infrastructure team as appropriate
    • Keep callers appraised of fault/request progress through to completion.
    • We manage, provision and support all FNZ  Shanghai  office. . Occasional travel to Singpore  and/or Hong Kong may be required. Our award-winning financial platforms represent over £70BN AUM serving the UK and Europe’s most prestigious blue-chip Financial Services clients and we are growing fast. We have operations in the UK, Czech Republic, Switzerland, France, Australia, New Zealand, Singapore  Hong Kong and Shanghai

      The team are responsible for the administration and management of all development, UAT and pre-production environments as well as internal corporate IT systems.


      Availability – applications that are available when the users need them

      Performance – applications that scale with user demand

      Security – applications that are protected from unauthorised access and data loss

      Reliability – applications that are fault tolerant with no single points of failure

      Value for money – shared core infrastructure improves application delivery and reduces costs per application

      Projects – new system delivery is high quality, on time and within budget
    • This role is technical in nature and is responsible for providing high quality and timely IT infrastructure support to ensure the availability, stability and performance the FNZ platforms and corporate systems.
    •  Windows Desktops and Servers

    • Vmware ESX server estate.

    • Active Directory Users & Groups management, group policy

    • Email systems including Exchange 2010

    • Backup systems

    • Antivirus, client, server and hypervisor

    • All Internal applications including Finance and HR systems

    • All Corporate office systems including printers and faxes

    Experience Required

    • Excellent customer service skills
    • Consistent provision of a responsive, effective and personable IT support service
    • Work in accordance to ITIL processes and procedures
    • Use initiative with a positive and 'can do' attitude
    • Identify business impacting incidents and escalate according to the escalation process
    • Ability to communicate effectively with a confident telephone manner
    • Excellent attention to detail and in all written communication
    • Maintain good working relationships with all members of IT
    • Professional appearance and attitude at all times
    • Flexible approach to role
    • Highly motivated, willing to continually update knowledge and skill set
    • Willing to travel to FNZ’s other offices in Singpore or Hong Kong.
    • Willingness to work overtime where necessary to complete projects on schedule
    • Ability to liaise and communicate with all levels of staff within IT and across the business

    About FNZ

    FNZ is a global financial technology and asset servicing provider which powers the wealth management, administration and custodian platforms for some of the world's leading financial institutions. These customers include life insurers, retail and private banks, asset and wealth managers and financial adviser groups based across the UK, Europe, Asia, Australia and New Zealand.


    We believe that enhancing client engagement, lowering costs, delivering a seamless service and enabling personal solutions are key to helping people achieve their financial goals. We partner with major financial institutions to enable them to provide wealth management services to their clients across direct, intermediated and workplace channels that reflect these principles.


    We develop long-term partnerships with our customers to enable them to get to market quickly with a market-leading digital proposition, transform their customer service offering and grow assets under management across multiple distribution channels.


    Our customers include AMP, ANZ, Aviva, AXA Wealth, Bank of New Zealand, Fideuram Vita, HSBC, Mercer, National Australia Bank, HSBC, Santander, Santander Asset Management, Standard Life, UBS and Zurich.  In all we partner with 42 institutional customers worldwide. 


    FNZ employs over 1,000 people with offices in Edinburgh, London, Bristol, Brno (Czech Republic), Shanghai, Hong Kong, Singapore, Sydney, Melbourne and Wellington.


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