Service Desk Consultant

Service Desk Consultant

Job Summary

The Service Desk Consultant provides responsive, customer-focused technical support for employees across desktop, mobile, collaboration, and enterprise productivity platforms. This role is a primary point of contact for end-user technology support, ensuring incidents and service requests are resolved accurately, professionally, and in alignment with established service expectations.

The Service Desk Consultant partners with Technology Services, Information Security, Networking, and Business Applications teams to troubleshoot issues, support technology initiatives, and improve the overall employee technology experience in a fast-paced financial services environment.

Essential Functions

Responsibilities include, but are not limited to:

Provide Tier 1 and Tier 2 support through the ticketing system, phone, email, chat, and walk-up requests.

Diagnose and resolve hardware, software, operating system, printing, mobile device, peripheral, and connectivity issues.

Manage incidents and service requests according to established SLAs; prioritize, document, escalate, and communicate status appropriately.

Support Microsoft 365 services including Outlook, Teams, One Drive, SharePoint, Microsoft Copilot, and related workplace productivity tools.

Install, configure, maintain, and troubleshoot desktop applications, approved software packages, endpoint configurations, and workstation images.

Configure and support laptops, desktops, mobile devices, docking stations, monitors, printers, and other end-user peripherals.

Provision and support iPhone and iPad devices using approved Mobile Device Management (MDM) solutions.

Participate in employee onboarding and offboarding, including account coordination, equipment deployment, and technology orientation.

Provide audiovisual, conference room, Cisco IP telephony, IPC trading turret, and unified communications support.

Maintain workstation security updates, endpoint health, asset inventory, software records, and license information.

Create and maintain knowledge articles, user guides, technical documentation, and support procedures.

Coordinate with vendors and third-party support providers for hardware repairs and issue resolution.

Identify opportunities to improve Service Desk processes, automation, knowledge management, and the end-user support experience.

Contribute to technology deployments, hardware refreshes, office moves, business continuity activities, shift rotations, and after-hours support as required.

Qualifications

Bachelor's degree in Information Technology, Computer Science, a related field, or equivalent professional experience.

Minimum of 3 years of desktop, service desk, or end-user support experience in an enterprise Windows environment; financial services experience preferred.

Strong customer service, relationship management, troubleshooting, analytical, documentation, and communication skills.

Ability to prioritize multiple tasks, work independently and collaboratively, maintain attention to detail, and support occasional travel, shift rotations, and after-hours coverage.

Preferred certifications include CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent industry-recognized credentials.

Technical Skills

Area Relevant Technologies / Experience

Productivity & Collaboration Microsoft 365:
Outlook, Teams, One Drive, SharePoint, Microsoft Copilot; audio/video conferencing and conference room technologies

Endpoint & Desktop Support Windows 11/10, desktop and laptop hardware, peripherals, printers, software installation, endpoint security, patch management, workstation imaging

Directory, Network & Mobility Active Directory, Group Policy, TCP/IP, DNS, DHCP fundamentals, Mobile Device Management (MDM), iPhone and iPad support

IT Service Management Jira Service Management, Confluence, incident/request fulfillment, SLA management, knowledge management, asset and license tracking

Preferred Skills
Financial Services & Communications Bloomberg, Fact Set, CRD, Tradeweb, LSEG Workspace, market data add-ins, Cisco IP telephony, IPC trading turrets

Success Factors

The ideal candidate will:

Demonstrate a strong customer-first mindset.

Deliver a high level of professionalism and responsiveness.

Effectively prioritize work in a fast-paced environment.

Communicate technical concepts clearly to non-technical users.

Continuously seek opportunities to improve support processes and user experiences.

Embrace learning and remain current with emerging workplace technologies.

Build strong partnerships across technology and business teams.