Desktop Support

Role Expectations

• White glove support is required
• Bloomberg exposure is nice to have but not required (support only, not building)
• Trade floor experience is not required
• Majority of the role is standard desktop/laptop support (hardware troubleshooting, monitors, cabling, etc.)
• Targeting 2-4 years of experience
• There is some flexibility on rate, however the hiring team will prioritize candidates aligned to the $31.51/hr max rate.

• Provide dedicated on-site desktop support for front-office users including portfolio managers, traders, research analysts, and sales teams.
• Deliver desk-side support during market hours, ensuring minimal disruption to portfolio decisions and trade execution.
• Support time-critical incidents aligned to market cycles.
• Take end-to-end ownership of issues, ensuring rapid resolution in high-pressure, revenue-impacting situations.
• Coordinate with cross functional IT teams for priority issue resolution
• Support for back-office users and new joiner onboarding process.

• Provide VIP/white-glove support to senior stakeholders such as portfolio managers and fund managers.
• Prioritise issues impacting market data feeds, order execution, and pricing systems.

• Manage incidents and service requests via tools such as Service Now or Jira with strict SLA adherence.
• Ensure accurate ticket logging, categorisation (e.g., market data, trading, access), and resolution tracking.
• Follow ITIL processes, with focus on incident prioritisation aligned to investment business impact.

• Install, configure, and troubleshoot Windows-based laptops used in trading and portfolio management environments.
• Support multi-monitor configurations.
• Support trading turrets/dealer boards, voice systems, and collaboration tools used for communication.
• Manage mobile devices and secure endpoints used for remote portfolio access.
• Provide support for VDI/Citrix or terminal environments used for secure access to investment platforms.

Provide basic L1 support for investment management applications like:

• Bloomberg, Refinitiv (Reuters), Fact Set, Aladdin (or similar platforms)
• Order Management Systems (OMS) / Execution Management Systems (EMS)
• Support Microsoft 365 and collaboration tools used for investment research and reporting.

• Communicate clearly and effectively with front-office and other end users, maintaining composure in high-pressure scenarios.
• Provide real-time updates during critical incidents impacting portfolio or trading activities.
• Build strong relationships with investment teams and operations stakeholders.
• Ensure high user satisfaction through responsive and proactive support.

• Identify opportunities to reduce repeat incidents impacting market data, trading, or reporting systems.
• Improve first-time fix rates for front-office issues.
• Maintain and contribute to existing knowledge bases.
• Support process optimisation aligned to asset management workflows.

• Leverage AI-driven tools for ticket triage, knowledge suggestions, and guided resolutions
• Use AI-powered dispatch tools for optimized technician allocation.
• Support automation in asset tracking and service reporting.
• Drive adoption of AI-enabled deskside support tools to improve user experience.

• 4-8 years in IT Desktop Support or Trade Floor Support within Asset Management or Financial Services
• Experience supporting portfolio managers, traders, and research teams
• Exposure to market-sensitive, time-critical environments

• Strong Windows desktop and endpoint support expertise
• Multi-monitor and high-performance workstation setup
• Good to have knowledge of market data platforms (Bloomberg, Refinitiv, Fact Set etc.)
• Familiarity with OMS/EMS and portfolio management tools (e.g., Aladdin)
• Basic infrastructure knowledge:
  Active Directory, VPN, Networking, Citrix/VDI

• ITSM tools such as Service Now, Jira or equivalent
• Incident prioritization based on investment business impact
• Knowledge of SLA-driven support in financial environments

• Strong stakeholder engagement
• Ability to operate in…