Service Desk Analyst

Service Desk Representative

This position is within Acadia. Acadia is wholly owned by LSEG (London Stock Exchange Group) and is part of its Post Trade division.

Acadia's Service Desk forms part of the Client Services department responsible for delivering technical support to clients globally 24×5. You will act as the first point of contact to clients handling service requests, incidents, problems, escalations across Acadia's full product suite. In addition, the position interfaces extensively with other Acadia teams such as Client Engagement and Quantitative Services on a day-to-day basis.

Join an established team here in the Philippines that offers the opportunity to gain knowledge, growth and career development while working in a family-oriented environment with work-life balance.

Role Responsibilities

• Ensure that the highest levels of service are delivered to clients
• Provide telephone and email-based customer support
• Provide first-line investigation and diagnosis, resolving at first contact whenever possible and keeping customers informed of progress
• Assess the impact and urgency of cases and gather appropriate information for the request
• Responsible for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA's and that all issues are resolved quickly and efficiently
• Maintain accurate records of activity taken throughout the lifecycle of a case
• Management of escalation through other teams, ensuring high quality of feedback and service to customers at all times
• Work closely with Service Management Team to maintain excellent service including handing over to US
• Develop a good understanding and technical expertise across all products
• Resource for project work
• Support the Client Services Manager towards continuous improvement of team process and customer experience

Experience and Qualifications Required:

• Bachelor's Degree, Finance or related degrees preferred
• Amenable to a hybrid work setup, with onsite presence twice a week and flexibility to report up to three times weekly if required.
• Clear communicator – maintains effective communication with users and team members.
• A positive attitude and strong sense of responsibility e.g. punctual, meets deadlines, supports team goals.
• Good understanding and awareness of IT terminologies
• Ability to translate technical language into user-friendly information
• Must be flexible to work shifting schedule
• Good decision-making skills (able to act decisively under pressure)
• Highly motivated and an energetic team player, determined and driven with a can-do attitude
• Ability to work in a high-pressure environment in terms of volume and intensity of activity
• Ability to adapt to new situations quickly and think on his/her feet

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of integrity, partnership, excellence and change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organization of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives.

Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

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