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Industry Description
SWIFT is the financial industry-owned co-operative supplying secure, standardised messaging services and interface software to 7,800 financial institutions in more than 200 countries. SWIFT's worldwide community includes banks, broker/dealers and investment managers, as well as their market infrastructures in payments, securities, treasury and trade. For further information visit http://www.swift.com
Company Description
Synergy is an accredited SWIFT Service Partner and also provides access to SWIFT services via its SWIFT Service Bureau. Synergy’s support portfolio includes SWIFTAlliance maintenance for high availability and cost-effective hosted Alliance recovery services.
Synergy’s ‘thin-client’ message management applications are widely used in a number of locations around the world, working in large institutions and small branch environments alike. These applications include ‘MessageMaker’ for SWIFT message creation and ‘Clarity Info’ for on-line investigations, analysis and reporting. For further information visit http://www.synergy-fs.com
PURPOSE OF JOB
To provide customer delivery of Synergy’s SWIFT services portfolio relating to Alliance Access/Entry, Bureau support, Anti money laundering solutions and deployment of Synergy’s products portfolio. To ensure all customer service delivery maintains and upholds Synergy’s professional standing in the SWIFT community.
PRINCIPAL RESPONSIBILITIES
a) Maintain effective service delivery for continued customer satisfaction and retention
b) Adhere to the procedures and controls for assisting and enhancing customer service delivery, i.e. helpdesk, call logs, customer contact sheets etc.
c) Ensure any customer complaints are recorded and reported according to defined procedures.
d) Assist with providing and delivering both scheduled and unscheduled support services.
e) Improve and enhance technical skills for the development and support of existing and new service offerings.
f) Assist with the systems administration and operation of both the London Service Centre Offices and the Service Bureau
g) Obtain and retain SWIFT Certification and assist with the retention of SWIFT Accreditation and SWIFT Service Bureau labels
h) Obtain and retain pre-requisite skills required for SWIFT Certification, i.e. Linux, Unix, MCP, MCSE etc.
i) Assist with the design and testing of technology related service offerings, i.e. remote customer network access, data replication, systems recovery, Service Bureau access etc.
j) Assist with the maintenance and review of systems security policies, covering hardware, software, data and physical access to systems.
k) Provide telephone support and onsite customer support for bureau connectivity and operational systems
l) Assist with the preparation of audit reviews for customer support practices and bureau operation
m) In addition to the duties and responsibilities listed, to perform other duties as assigned by the Services Director from time to time.
SKILLS DEVELOPMENT
a) Certification on SWIFT’s Products and Solutions
b) Understanding and appreciation of financial applications
c) Exposure to leading edge applications and technology
d) CISCO Certifications
e) Experience within a specialised niche industry
f) Business continuity expertise
Salary : 25000-30000£ p/a
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