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Desktop Support Analyst
Ref No.: 18-01230
Location: New York, New York
Position Type:Full Time
Pay Rate : $ 95,000.00 - 110,000.00 /Year

Leading Investment Managment Firm is seeking a Desktop Support Analyst who will be based in the New York office, responsible for providing desktop support and technical expertise to approximately 350 staff in New York and remote support for offices and across multiple locations in the Americas region (seven offices in six countries).  The Desktop Support Analyst will work as a member of the local team and closely with global colleagues in our London Head office, but also in our regional hubs (Luxembourg, Zurich, Hong Kong and Singapore).  The successful candidate is expected to manage technical issues for clients and maintain end to end ownership and communication throughout, whilst ensuring a progressive and positive user experience.
  • Energetic and enthusiastic with a customer focussed approach to technology and problem solving
  • Willingness to adapt to a changing environment and technical landscape
  • Commitment to support, train and coach internal clients on a daily basis – challenge traditional methods of engagement and strive for service excellence and client 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 recognise patterns based on metrics and escalate accordingly
  • Rigorous approach inventory 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/support in projects and change impacting the user facing services and environment
  • 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 knowledge of:
  • Desktops, Laptops (Levovo) Microsoft Surface laptops and tablets
  • Apple iPhone, iPad, Android and iOS/Android mobile managemen
  • Microsoft Lync and Skype for Business client
  • Remote access platforms – Eg, Citrix, Cisco VPN clients
  • Microsoft Windows OS 7, 8 and 10, virtual desktop (VDI) platform, Citrix XenDesktop
  • Active Directory, Endpoint Security (Lumension/Sophos)
  • Microsoft Office Suite, Office365
  • Microsoft SCCM 2007 & 2012
  • Market Data (Bloomberg, Reuters Eikon, Tradeweb, Instanet, ITG Triton, FXConnect, Morningstar Direct).
Ideally have demonstrated experience with:
  • Symantec Enterprise Vault, Compliance Accelerator (CA) and Discovery Accelerator (DA)
  • Blackberry Work (Console), iOS/Android Mobile Management tools (MobileIron Console, MDM)
  • Email spam filtering and content filtering software such as Cisco Ironport and Mimecast
  • Service Now, Remedy
Position Requirements
  • 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
  • Self-motivated to aptitude to learn and adapt to new skills for solving challenging technology issues with the ability to explain complex technical issues to non technical members of staff.
  • Self-motivated to aptitude to learn and adapt to new skills for solving challenging technology issues with an ability to explain complex technical issues to non technical members of staff and interface directly when required.