Desktop Support Analyst

Industry: International Energy Trading Organisation
Position: Desktop Support Analyst

Key Responsibilities:

• Provide on-site and remote IT support to users across multiple regions, taking ownership of issues through to resolution.

• Troubleshoot desktop, infrastructure and application issues, including business-critical trading systems, and coordinate with internal teams and vendors on escalations.

• Manage device provisioning, employee onboarding and offboarding, access changes and desk relocations.

• Track incidents and service requests through Jira, keeping users and stakeholders informed of progress.

• Maintain support procedures, technical documentation and knowledge articles, while sharing knowledge with team members.

• Monitor system availability, capacity and performance, and support improvements across desktop infrastructure and security.

• Work with relevant teams to test and deploy enhancements in line with change management and release procedures.

• Participate in global IT projects, technology upgrades and control activities. Occasional support outside normal working hours is required for major incidents or planned maintenance.

Requirements:

• At least 5 years of desktop and end-user support experience within a complex trading environment, working with multiple stakeholders and external vendors.

• Strong troubleshooting skills across Windows 10/11, Windows Server 2016/2019, networking, infrastructure and business applications.

• Hands-on experience with device deployment and provisioning through SCCM and/or Intune.

• Experience supporting Active Directory, Group Policy, endpoint security, Microsoft Office, Exchange, Citrix and mobile device management.

• Familiarity with telephony/VoIP systems, preferably Cisco.

• Experience administering Microsoft 365 and using IT service management tools such as Jira, ServiceNow or Remedy.

• Understanding of ITIL practices; certification would be an advantage.

• Strong communication skills and the ability to manage support requests in a fast-paced environment.

Additional Advantages:

• Experience with Azure administration, including identity and access controls, and scripting using PowerShell or Python.

• Exposure to Azure Virtual Desktop, Microsoft Defender, modern endpoint management and SD-WAN/SASE.

• Familiarity with Confluence and Azure monitoring tools, including Application Insights and Log Analytics.

• Experience supporting energy or commodities trading platforms, ETRM systems, market data applications or shipping systems.