Desktop Support

Top Skills

• Strong Windows desktop and endpoint support expertise
• Multi-monitor and high-performance workstation setup
• Basic infrastructure knowledge:
  Active Directory, VPN, Networking, Citrix/VDI

• 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 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 optimised 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 prioritisation based on investment business impact
• Knowledge of SLA‑driven support in financial environments

• Strong stakeholder engagement
• Ability to operate in high‑pressure, market‑driven environments
• Excellent problem‑solving and decision‑making skills
• Clear and confident communication under pressure
• High level of ownership, attention to detail, and accountability