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LSEG Client Support Analyst in London, United Kingdom

Role Profile

Department description

Capital Market Operations provides a range of customer and operational services across the London Stock Exchange Group. The core services provided by the department are: technical account management, technical onboarding, software certification, client support, and market operations services.

Team description

The Client Support team is responsible for managing technical incidents and requests across a range of markets and services spanning multiple venues across the London Stock Exchange Group and its partners. The team provides support in multiple geographical locations, covering trading, market data, and post trade services across Equities and Derivatives markets. The team works on a shift basis.

The team provides support for the following Business Services: London Stock Exchange, Turquoise, TRADEcho, CurveGlobal, Connectivity, and GTP Market Data.

Key Responsibilities

  • Manage technical incidents and requests for external and internal customers. This includes application and network troubleshooting.

  • Manage events through to conclusion maintaining customer communication.

  • Use correct processes/procedures, tools, RACIs, SLAs and escalation models.

  • Perform proactive customer alert management and event logging to help ensure appropriate levels of service quality are consistently and predictably delivered.

  • Support business continuity efforts and keep up to date with LSEG policy/training initiatives.

  • Work to priorities set by Manager and Assistant Manager.

  • Achieve KPIs to help deliver service targets.

  • Ensure any technical incidents or requests that are at risk of breaching a KPI or that are otherwise service impacting ( Priority level 1/2) are escalated in a timely manner.

  • Keep up to date with products and services to help maintain quality of service during the launch of new products, projects, and service changes, achieving readiness for key milestones and go-lives.

  • Work to shift patterns set by Manager/Assistant Manager, provide support during bank holidays and other weekend activities.

  • Help customers with instrument related requests.

  • Understand and achieve proficiency in the core competencies of the role across all products/services supported.

  • Feed into Continuous Service Improvement initiative to help with improving processes, automation, tooling, etc.

  • Help customers in the test environment by operating on their behalf, matching their test orders, and inserting liquidity in order to create specific testing scenarios.

Key Behaviours

Integrity

  • Has the sustained drive and energy to deliver quality and timely support.

  • Willingly puts in the effort to ensure activities are completed on time and to the quality required.

  • Ability to work to deadlines and under pressure.

Partnership

  • Puts project management methodologies in place e.g. schedules of work; progress reports etc.;

  • Deals with conflict successfully.

  • Seeks information/inputs from colleagues/clients and communicates openly.

  • Utilises all available resources and toolsets to investigate and resolve incidents.

  • Takes on routine tasks as necessary.

  • A confident team player with good interpersonal skills and a ‘can do’ attitude.

Innovation

  • Willingly adopts new processes, approaches, ways of working.

  • Enthusiastic to achieve, develop, and learn new skills.

  • Analyses issues to identify the most appropriate solutions.

  • Raises suggestions to improve the service provided.

Excellence

  • Oral and written communications are tailored to their audience’s needs.

  • The candidate is proactive and demonstrates initiative.

  • Prioritises activities according to business and operational needs.

  • Good Analysis and problem solving skills.

  • Analyses issues to identify the most appropriate solutions.

  • Plans activities, provides progress reports, attends relevant meetings to represent team.

  • Carries out work without prompting and close supervision.

  • Prioritises activities/projects according to business needs.

Candidate Profile / Key Skills

Required

• IT related degree or relevant experience.

• Good knowledge of IT systems.

• Proven customer service skills.

• Good communication and problem solving skills.

• Financial industry experience.

Beneficial

• Technical skills: knowledge of FIX protocol, SQL, networking, Wireshark, SFTP, electronic trading and market data systems, ITSM Tools, Excel.

• Recent experience in a similar technical customer service role supporting financial clients.

• Worked in professional and client focused environments where detailed process/procedures are followed.

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise – and our purpose. You’ll be part of an organisation of over 25,000 people, spanning 70 countries. We recognise the individual perspectives each of our colleagues brings, and our diverse workforce is one of our greatest strengths. In supporting collaboration and creativity and encouraging new ideas across a diverse and inclusive workforce, we can improve how we are driving financial stability, empowering economies and enabling customers to create sustainable growth.

LSEG offers a range of tailored benefits and support from healthcare and retirement planning to paid volunteering days and wellbeing initiatives.

We are an equal opportunities employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Please take a moment to read this privacy notice carefully, as it describes what personal information the London Stock Exchange Group (LSEG) (“We”) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject .

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.

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