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
Key Responsibilities:
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 ServiceNow 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), FactSet, 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 optimized 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
" Exposure to market-sensitive, time-critical environments
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, FactSet 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 ServiceNow, 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