About Us 

Fenergo is the leading provider of Client Lifecycle Management (CLM) solutions that digitally transform how financial institutions, asset management and fintech firms onboard and manage clients throughout their client lifecycle.  

Its software digitally orchestrates every client journey from initial Know your Customer (KYC) and client onboarding, automating regulatory compliance and enabling continuous monitoring throughout the client lifecycle (transaction monitoring, perpetual KYC), all the way to client offboarding.  

Fenergo is recognized for its in-depth financial services and regulatory expertise and out-of-the-box rules engine which ensures financial institutions are future-proofed against evolving Environmental, Social and Governance (ESG), KYC, Anti-Money-Laundering (AML), tax and prudential regulations across 120+ jurisdictions. Headquartered in Dublin, Ireland, Fenergo has offices in North America, the UK, Poland, Spain, South Africa, Asia Pacific, and the United Arab Emirates. 

What Does This Role Entail? 

The Helpdesk Support Specialist is the first point of contact for end-users seeking technical assistance. This role involves providing support for hardware, software, and network-related issues, ensuring efficient resolution and maintaining a high level of customer satisfaction. The ideal candidate should have strong problem-solving skills, technical knowledge, and a customer-centric approach.

Your Responsibilities  

User Support

• Respond to user inquiries via phone, email, or helpdesk ticketing system.
• Provide first-level support by diagnosing and troubleshooting hardware, software, and network issues.
• Assist users with password resets, account unlocks, and basic software installations.
• Guide users through step-by-step solutions for common technical issues.
• Escalate complex issues to higher-level IT staff or specialized support teams as necessary.

Incident Management

• Log and track all incoming support requests in the helpdesk system.
• Prioritize and categorize issues based on severity and impact.
• Ensure timely resolution of incidents according to established SLAs (Service Level Agreements).

Technical Troubleshooting

• Diagnose and resolve hardware issues related to desktops, laptops, printers, and other peripherals.
• Assist with basic network troubleshooting, including connectivity issues and VPN access.
• Support users with software-related issues, including operating systems, productivity tools, and specific applications used by the company.
• Maintain and update technical documentation and user guides.

System Maintenance and Monitoring

• Perform routine checks on systems and applications to ensure they are functioning correctly.
• Assist in deploying software updates, patches, and system upgrades.
• Monitor system alerts and respond to potential issues proactively.
• Assist with setting up and configuring new hardware and software for end-users.

User Education

• Provide end-user training on common IT tools and best practices.
• Develop and distribute knowledge base articles, FAQs, and other self-help resources.
• Promote cybersecurity awareness and best practices among users.

Reporting and Documentation

•  Maintain detailed records of all support requests and resolutions.
• Identify recurring issues and report them to the Helpdesk Manager for further investigation.
• Contribute to the development and improvement of helpdesk processes and procedures.

Key Expectations 

Required:  

• 2-4 years of experience in a helpdesk or IT support role.
• Experience with helpdesk ticketing systems and remote support tools.
• Understanding of computer hardware, operating systems (Windows, macOS), and common software applications Microsoft 365 EcoSystem.

Preferred:  

• Cloud Platforms: Knowledge of AWS Services an advantage.  

• SQL and Data Analysis: Proficiency in SQL, excel, Power BI and other data analysis tools.  

• Industry Experience: 1-2 years previous experience in a similar role within a tech or SaaS company.  
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to work well under pressure and manage multiple tasks simultaneously.
• Customer service orientation with a focus on user satisfaction.
• Basic knowledge of networking concepts (e.g., IP, DNS, DHCP) and common IT infrastructure.

Educational Background:  

• High School Diploma or equivalent; Associate’s Degree in Information Technology or related field is a plus.

Our Promise To You  

We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our clients needs.   

What we value is at the CORE of how we succeed: 

• Collaboration: Working together to achieve our best 

• Outcomes: Drive Success in every engagement  

• Respect: A collective feeling of inclusion and belonging 

• Excellence: Continuously raising the bar 

• Private healthcare cover 

• 23 days annual leave 

• 3 company days 

• Annual bonus opportunity 

• Work From Home set-up allowance 

• Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management 

• Other competitive company benefits, such as flexible working hours, work from home policy, sports and social committee and much more 

• Buddy system for all new starters 

• Collaborative working environment 

• Extensive training programs, classroom and online, through ‘Fenergo University’ 

• Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies 

• Defined training and role tracking to allow you see and assess your own career development and progress. 

• Active sports and social club 

ServiceNow is seeking highly motivated and professional individuals to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction, as SAMs help ServiceNow change the way people work.

The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support-related activities. You will be a member of a highly skilled team focused on a select set of high profile, strategic customers whilst delivering a high-quality service.

Additionally, you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.

• Comfortable presenting to all levels of management, including C-Level stakeholders.     
• Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
• Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs.
• Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases, changes, problems, and on-going projects.
• Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.
• Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades, patches, and security requirements.
• Manage, document and report on performance against service level agreements (SLA's) and where SLA’s are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely.
• Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.
• Review open cases, problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.
• Act as an escalation point for customer impacting business critical issues.

At Wilson Asset Management, we are not just about managing investments, we are about making a positive difference to our shareholders and the community. Established over 25 years ago by Geoff Wilson AO, Wilson Asset Management is an investment manager based in the heart of Sydney, Australia. Managing eight listed investment companies (LICs) on the ASX and with funds under management exceeding $5 billion, we represent over 130,000 retail investors. Wilson Asset Management is also the creator and lead supporter of the first LICs to deliver both investment and social returns, Future Generation Australia (ASX: FGX) and Future Generation Global (ASX: FGG). 

The opportunity  

Reporting to the Corporate Affairs Manager, our Social Media Advisor will be an integral part of our growing, best-in-class shareholder engagement, marketing and communications team. Through social media content, newsletters and digital marketing, the team is essential to Wilson Asset Management’s strategy. Our goal is to establish a market-leading online presence that reflects our strong heritage and to make a positive difference to shareholders and the community. 

In this role you will be responsible for developing and executing our social media strategy, with the goal of enhancing the online presence of Wilson Asset Management, building the profiles of our Chairman and investment team, growing the awareness of our brand, products and events, and driving shareholder acquisition and retention.  

• Develop and implement comprehensive social media strategies to support our business goals with measurable KPIs. 

• Develop a social media calendar in coordination with the Corporate Affairs and Marketing team. 

• Stay up to date with industry trends and emerging social media platforms. Recommend and implement innovative approaches to enhance our online presence and stay ahead of competitors. 

• Create, curate and manage high-quality, engaging content tailored to various social media platforms such as LinkedIn, Twitter, Facebook and Instagram. 

• Monitor comments and respond to inquiries in a timely and professional manner. 

• Manage social media advertising campaigns, including budget allocation, targeting and performance analysis. 

• Collaborate with internal teams, including the finance, investment and operations teams to ensure cohesive messaging and to integrate social media efforts with broader marketing campaigns. 

• Monitor and analyse social media performance metrics, providing regular reports and actionable insights to optimise engagement and growth. 

Our Ideal Candidates  

• Bachelor's degree in marketing, communications or a related field. 

• Minimum 5 years’ experience as a Social Media Advisor or in a similar strategic role, preferably within the financial services or funds management industry. 

• A strong understanding of social media platforms, trends and best practices, and will the ability to translate Wilson Asset Management’s investment insights into compelling and timely digital content.     

• Excellent written and verbal communication skills with an eye for detail and creativity. 

• Ability to work independently and collaboratively in a fast-paced environment. 

• Proficiency in social media advertising and paid campaigns. 

• Demonstrated ability to analyse data and translate insights into actionable strategies. 

• Strong understanding of analytics tools and content management systems.   

• Experience in crisis management and the ability to handle sensitive situations with professionalism. 

• Strong organisational skills and attention to detail. 

• The ability to share our content in engaging ways, both in text and visually. 

Why Wilson Asset Management? 

Join a growing team where every day brings new challenges and opportunities to make a difference. At Wilson Asset Management, we don't just talk about culture, we live it, fostering an environment of curiosity, passion, and teamwork. 

Ready to redefine your career? Apply now and be part of something extraordinary at Wilson Asset Management.