Job Description

Company Description

Natixis is the international corporate and investment banking, asset management, insurance and financial services arm of Groupe BPCE, the 2nd-largest banking group in France with 31.2 million clients spread over two retail banking networks, Banque Populaire and Caisse d’Epargne.
With more than 17,000 employees, Natixis has a number of areas of expertise that are organized into four main business lines: Asset & Wealth Management, Corporate & Investment Banking, Insurance and Specialized Financial Services.
A global player, Natixis has its own client base of companies, financial institutions and institutional investors as well as the client base of individuals, professionals and small and medium-size businesses of Groupe BPCE’s banking networks.
Natixis CIB Asia Pacific provides regional corporate and financial institution clients with tailor-made financing and capital markets solutions as well as access to global financial markets, while supporting the development of Natixis’ European and international clients in Asia Pacific

Job Description

Main Responsibilities:

  • Provides a single point of contact for end users (VIPs, Traders, FO/MO/BO users, Visitors) to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining desktop hardware (PCs, monitors, printers…etc)
  • Support for all telephony equipment (desk phones, headsets, trading turrets, corporate mobiles, phone recordings and VC systems) maintenance to ensure optimal working environment.
  • Provide troubleshooting support (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance where required.
  • Work independently and escalate issues to regional L2/L3 IT teams
  • Provides 1 st   level support on business applications and escalates to the appropriate support team as needed
  • Ensures Natixis technology assets are properly used, monitored and recorded in our inventories.
  • Responsible for recording all users’ request in Natixis ticketing system, with accuracy and an appropriate level of details.
  • Collaborates with other Helpdesk teams in the region (by communicating about findings, fixes and documentation, whenever required).
  • Support local obligations for Business Continuity.
  • Maintains the IT software is in line with company required version.
  • Working with local vendors/regulator and Natixis support team to deploy the new applications for users
  • Ensure all IT hardware/software/infrastructure meet local regulator’s requirement. Document and communicate to regional IT and compliance any divergence or discrepancy.
  • Managing local IT procurement. Sorting providers, preparing purchase request and dealing with the payment with Financial team.
  • Arrange to relocate the IT equipment when there are any seating relocation of users.
  • Ensure compliance with Natixis policy and document any discrepancy
  • To provide support to coordinate with regional IT, local team and external auditors in case of IT queries or related matters.
  • Offsite support and over-time work are necessary in BCP or emergency case.

Required Skills/Qualifications/Experience

General skills:

  • 2+ years experience in a Technical Support / Helpdesk role in an enterprise environment.  Banking / Finance experience a plus.
  • Experience in supporting computer hardware (PC, server, VDI, laptop / notebook and mobile & handhelds) and software (Windows Desktop - win7 and win10, MS Office – 2010,2016,365, blackberry work, Airwatch) and basic back-end administration (Windows Server, AD, SCCM, Exchange, networking).
  • Bachelor in IT related discipline. MCTS/MCITP/MCSE certifications an advantage.
  • Proactive and positive attitude.  Excellent customer service oriented mindset.
  • Excellent verbal and written communications skills in English and Cantonese (Mandarin a plus).
  • Shift work may be required.

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