Will be responsible for providing desktop support and technical expertise to approximately 300 employees in New York and remote support to approximately 50 employees in satellite offices across the Americas region (seven offices in six countries). The Desktop Support Analyst will work as a member of the local team but collaborate closely with global colleagues. The successful candidate is expected to manage technical issues for employees and maintain end to end ownership and communication throughout, ensuring a progressive and positive user experience.

Responsibilities

• Energetic and enthusiastic with a customer focused approach to technology and problem solving
• Willingness to adapt to a changing environment and technical landscape
• Commitment to support, train and coach employees on a daily basis – challenge traditional methods of engagement and strive for service excellence and customer satisfaction
• Work in an environment where SLAs exist, however continually strive to deliver ahead of expectation and interface daily with internal/external clients and various levels of management
• End to end ownership, investigation and resolution of incidents, requests and queries, maintaining customer focus and communicating clearly and regularly
• Interface with global counterparts and contribute learnings to other regions
• Ability to quickly recognize patterns based on metrics and escalate accordingly
• Rigorous approach to asset management for hardware and software
• Question inefficiencies and suggest alternatives, improvements and contribute to our operating model
• Monitor availability and performance of desktop systems and rectify issues as required
• Participate in/support technology projects and change that impact user facing services
• Document processes for internal policies and procedures for changes and standard operating procedures
• Adherence to all ITIL best-practice, including formal change, incident, problem and asset
• management processes

Have expert level of knowledge of:

• Desktop and Laptop computers (Lenovo)
• Mobile Devices (Apple iPhone and iPad)
• Microsoft Windows 7 and 10, Virtual Desktop (VDI) platform
• Microsoft Lync and Skype for Business
• Remote access platforms – E.g. Citrix, Cisco VPN
• Active Directory, Endpoint Security (Ivanti/Sophos)
• Microsoft Office Suite, Office365
• Microsoft SCCM 2007 & 2012
• Market Data (Bloomberg, Reuters Eikon, Tradeweb, Instanet, ITG Triton, FXConnect, Morningstar Direct, Factset)

Ideally have demonstrated experience with:

• Symantec Enterprise Vault, Compliance Accelerator (CA) and Discovery Accelerator (DA)
• Blackberry Work (Console), Mobile Device Management (MobileIron, MDM)
• Appsense Environment Manager
• Email spam and content filtering software such as Cisco Ironport and/or Mimecast
• ServiceNow, Remedy
• SharePoint, Confluence, MS Teams

Basic Qualifications

• Bachelor’s degree or relevant combination of education and experience.
• 2+ years of relevant work experience; ideally within banking or financial services
• Excellent technical problem-solving skills and ability to communicate and provide excellent customer experience
• Respond to all customer inquiries in a courteous and professional manner
• Create, document, own and escalate issues and problems in accordance with ticketing standards and SLAs.
• Qualified to provide standard IT systems advice and troubleshooting, interacting with others in the organization involving global transfer of factual information.
• Support of financial services trading staff in a dealing room environment
• Excellent written and verbal communication skills including strong documentation skills