Associate Specialist - Customer Support - Desktop Technical

The Specialist, Desktop Technical role involves providing second-level support to internal partners and 3rd party engineers concerning company products, as well as collaborating with customers to resolve complex issues. The responsibilities also include performing maintenance and repair activities at customer sites and showcasing innovative technologies to ensure global consistency in support tasks. You will be responsible for responding to customer inquiries related to information, product functionality, and fault calls, aiming to resolve as many queries as possible during the initial interaction. Additionally, you will log and classify all calls and requests for assistance in the customer relationship management system, filter and escalate enquiries related to other aspects of the LSEG business to the appropriate department, and lead the resolution process for customer issues. As a Specialist, Desktop Technical, you will track the progress of enquiry resolutions, proactively updating customers with status updates or resolutions if queries cannot be resolved initially. You will also follow appropriate procedures to address issues and keep customers informed when major outages occur. Identifying and escalating problems affecting multiple customers or hindering the timely resolution of a single customer's enquiry will be crucial, along with ensuring each customer contact aligns with the Refinitiv brand and values to uphold customer satisfaction and retention. Moreover, you will be expected to recognize and raise recurring problems, inefficient processes, or outdated procedures, accept additional projects or responsibilities to enhance team performance, and contribute proactively to the Frontline Support team to achieve its goals effectively. Qualifications for this role include experience in a customer service or contact center environment, preferably in the financial or IT industry. Knowledge of desktop offerings, whether deployed or managed (SaaS), is advantageous, as well as comfortability with remote fixes in a desktop environment. Other essential qualifications include a focus on delivering results, detail orientation, strong problem management and analytical skills, motivation to meet deadlines in a fast-paced environment, a customer service orientation, effective communication skills in English, a willingness to undertake additional projects, and flexibility with work hours, including rotational shifts, weekends, and holidays. Working at LSEG, a leading global financial markets infrastructure and data provider, means being part of a dynamic organization with a diverse workforce across 65 countries. LSEG values individuality, encourages new ideas, and is committed to sustainability in its global business operations. The organization's purpose of driving financial stability, empowering economies, and enabling sustainable growth is underpinned by values of Integrity, Partnership, Excellence, and Change, shaping the decision-making and actions of its employees every day. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days, and wellbeing initiatives. If you are submitting as a Recruitment Agency Partner, it is essential to ensure that candidates applying to LSEG are aware of the privacy notice regarding personal information held by the company.,