2 Desktop Offerings Jobs

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 Moreover, you will be expected to recognize and raise recurring problems, inefficient processes, or outdated procedures, accept additional projects or responsibilities to enhance team performance, and contribute proactively to the Frontline Support team to achieve its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.,

The Specialist, Desktop Technical role involves providing second level support to internal partners and 3rd party engineers regarding company products, as well as collaborating with customers to resolve complex issues. Additionally, the role includes performing customer site maintenance and repair activities while demonstrating innovative technologies to ensure global consistency of support tasks. Responsibilities: - Responding to customers" enquiries related to information, product functionality, and fault calls, resolving as many queries as possible on the first interaction. - Logging and classifying all calls and requests for assistance in the customer relationship management system. - Filtering and raising enquiries relating to other aspects of the LSEG business and handing over to the appropriate department. - Leading the resolution process for customers regarding data and applications, and technical for LSEG products and services. - Tracking enquiry resolution progress and proactively updating customers with a status update or resolution if queries cannot be resolved on initial interaction. - Following appropriate procedures to respond to issues and updating customers when outages of a major nature occur. - Identifying and raising problems affecting multiple customers or influencing the timely resolution of one customer's enquiry to the team leader and other support, sales, engineering, or resolver groups as appropriate. - Ensuring each customer contact is handled in a manner consistent with the Refinitiv brand and values to maintain customer satisfaction and retention. - Recognizing and raising recurring problems, inferior processes, or outdated procedures. - Accepting additional projects or areas of responsibility that will improve the team's performance. - Proactively contributing to the Frontline Support team and the achievement of its goals. Qualifications: - Experience in a customer service or contact center environment preferred. Previous experience in the financial or IT industry is desirable. - Knowledge of desktop offerings whether deployed or managed (SaaS) is an advantage. - Comfortability around remote fix on a desktop environment. - Understanding of client needs with a focus on delivering results. - Detail-oriented with sound information probing skills. - Good problem management and analytical skills. - Highly motivated and able to meet scheduled deadlines in a fast-paced, service-driven environment. - Proven strong customer service orientation. - Ability to communicate and engage effectively, verbally and in writing, in English with customers and colleagues. - Willingness to undertake additional projects and responsibilities from time to time. - Flexibility with work hours including rotational shift work, weekends, and holidays. LSEG is a leading global financial markets infrastructure and data provider with a purpose of driving financial stability, empowering economies, and enabling customers to create sustainable growth. The organization values Integrity, Partnership, Excellence, and Change which guide decision-making and everyday actions. Working at LSEG means being part of a dynamic organization across 65 countries that values individuality, encourages new ideas, and is committed to sustainability. The company aims to re-engineer the financial ecosystem to support and drive sustainable economic growth by accelerating the just transition to net zero, enabling growth of the green economy, and creating inclusive economic opportunity. LSEG offers tailored benefits and support including healthcare, retirement planning, paid volunteering days, and wellbeing initiatives.,