Desktop Support

Desktop Support Specialist

Top skills:
1. Strong Windows desktop and endpoint support expertise
2. Multi-monitor and high-performance workstation setup
3. Basic infrastructure knowledge:
Active Directory, VPN, Networking, Citrix/VDI

• Service Delivery & Field Service Operations
• 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.
• Front Office & VIP Support
• 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.
• ITSM Process Excellence
• 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.
• End-User Technology & Trading Floor Support
• 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.
• Investment Applications & Market Data Support
• 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.
• Stakeholder & Relationship Management
• 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.
• Continuous Improvement & Operational Efficiency
• 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.
• GenAI Implementation
• 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.
Required Skills & 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

Technical Skills

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

Process & Tools

ITSM tools such as Service Now, Jira or equivalent

Incident prioritization based on investment business impact

Knowledge of SLA-driven support in financial environments

Soft Skills

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