Posted on :
19 Nov, 2013
19 Nov, 2013
The JSE will be implementing a Colocation service in the JSE’s existing Primary Data Centre in 2014 and the Junior Support Analyst will initially focus on providing 1st level support to clients subscribing to this new service, testing during weekends prior to the implementation and the administration of taking on new clients.
The support analyst must be computer-literate and have the necessary technical skills to support clients with 1st level technical queries. In order to be proficient in the role, the support analyst will be required to gain sufficient technical knowledge around some level of the JSE’s network and client integration functions and the manner in which clients connect to the JSE’s Trading and Information Systems via the JSE’s network.
Although the Junior Support Analyst will initially be only be involved in providing support on the new Colocation service, the Junior Support Analyst will be part of the JSE Support team who’s key objectives is to provide business, application and 1st level technical support to JSE clients across different services offered by different business divisions within the JSE.
The above role will ultimately require the individual to learn and understand the JSE trading interfaces for the different markets i.e. Equity Market, Equity and Commodities Derivatives and Interest Rate and Currencies Derivatives Market, and will be required to support various JSE business systems by understanding not only the application functionality, but also the business aspects relating to these applications e.g. the JSE’s back office application BDA.
This position is suitable for a very dynamic, service orientated individual with a passion for service-delivery. The person must be able to work shifts as the support desk is available to clients Monday to Friday from 06h30 to 19h00 each business day.
The support analyst will report into the Client Services Operations Manager.
Responsibilities / Outputs
Professional and efficient support to all internal and external JSE clients and stakeholders on all JSE applications and services provided.
Provide technical support to JSE clients (Members and Non-Members).
Ensure all cases received via email or telephone by JSE clients are logged in the JSE’s CRM system.
Ensure that cases are managed in accordance to the Case Management process – updating cases, prioritisation of cases, quality of feedback on cases, follow-up and resolution details, feedback to clients within agreed service levels etc.
Provide effective escalation of critical problems negatively affecting clients.
Assistance provided in testing various JSE applications ensuring changes meet business requirements and are functionally correct.
After hours support to all JSE clients provided as and when required.
Administrative duties as per agreed departmental procedures carried out.
Dealing with frequently asked questions and referring second line queries to relevant departments.
2-3 years relevant experience
Relevant tertiary education would be an advantage
JSE systems knowledge would be an advantage.
Basic understanding of JSE Trading Rules and Directives would be an advantage.
Equity Trading knowledge would be an advantage
Excellent communication skills – both verbal and written. Ability to listen, write and speak effectively.
Troubleshooting, problem-solving, and analytical skills.
Excellent interpersonal skills, with an ability to understand and communicate technical information to an audience of varying skill levels.
Ability to prioritize and manage multiple tasks simultaneously.
Strong technical understanding of Windows applications and MS Office products including MS Access, Word, Outlook and Excel
o Ability to use packages written in MS Access and Excel
o Good understanding of computer hardware and software
o Technical skills – be able to relate to products or services to deal with client
Ability to interact with people in a professional manner.
Excellent conflict management
Ability to interact with business users and vendors
Logical reasoning and Information scanning
Extreme attention to detail
Highly service orientated
Possess a high level of energy and enthusiasm
Sense of Urgency
Dedicated / strong work ethic
Able to work shifts
Dependable, responsible contributor committed to excellence and success
Aptitude to learn and understand business functions within JSE
|Reporting To (Job Title)||Head CSS|
|Job Type Classification||Permanent|
|Location – Town / City||Sandton|