Engineering-L2-Draper-Associate-Help Desk User Support

Job Title

Job Summary : The eDiPS Services Team provides technical support to external and internal clients (Institutional and Private Wealth) for the firm's electronic trading and services platforms. The team is the main point of contact for technology related aspects including, but not restricted to, authentication both static and secure, entitlements, navigation and internal trade flow issues. Platforms include, but are not limited to, Marquee Trader, Goldman 360, Bloomberg, and Goldman Sachs Private Wealth Management. This is a global team with 24x7 support hours.

Principal Responsibilities :

• Technical platform support, access and entitlement administration, and client training for various client web platforms, desktop, and mobile applications such as :
• Private Wealth Management client web
• Electronic Trading proprietary and consortium applications
• Goldman 360 Portal research and analytics
• Interact with external clients via incoming and outgoing telephone and email (and sometimes face-to-face)
• Interact with internal clients and application development teams across Sales, Operations, Trading, and PWM teams
• Coordinate seamless client coverage between Asia-Pac, EMEA, and American's regions
• Troubleshoot and escalate problems to stakeholders timely and as required
• Follow-up on open issues and obtain resolutions
• Identify enhancement and automation opportunities and facilitate inclusion in the application development
• Project manage new business start-up initiatives
• Adhere to firm's compliance and risk management procedures
• Perform statistical analysis and business reporting for marketing and sales teams

Experience / Skills :