Deskside Support – Trade Floor

Cognizant Technology Solutions Corporation; Greater London; On-site; GBP 40,000 - 70,000; Full time

Job summary

Cognizant Technology Solutions Corporation seeks a Desk-side Support professional to provide expert IT support on the trading floor, ensuring minimal disruption to market activity and portfolio decisions.

You will handle time-sensitive incidents, support trading systems, and coordinate with IT teams to resolve issues rapidly. The role emphasizes VIP support for senior traders and robust ITSM compliance.

Qualifications

• Good experience 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.
• Strong Windows/Mac systems and endpoint support expertise.
• Familiarity with OMS/EMS and portfolio management tools (e.g., Aladdin).
• Knowledge of ITSM tools (ServiceNow/Jira) and SLA-driven support.

Responsibilities

• 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.
• Support trading and market data platforms such as Bloomberg Terminal, Refinitiv/Eikon, Reuters, Fidessa, and OMS/EMS applications.
• Provide VIP/white-glove support to senior stakeholders such as portfolio managers and fund managers.
• Manage incidents and service requests via ITSM tools with strict SLA adherence.

Skills

Market data platforms (Bloomberg/Refi…

VIP/white-glove support

Strong communication under pressure

Tools

Windows

Mac

VPN

Citrix/VDI

Active Directory

ServiceNow

Jira

Job description

Excellent opportunity for Deskside Support – Trade Floorto be part of our Cloud Infrastructure & Security services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.

Its an office based role requiring 5 days working from office.

Key Responsibilities:

Service Delivery & Field Service Operations

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.

Support trading and market data platforms such as Bloomberg Terminal, Refinitiv/Eikon, Reuters, Fidessa, and OMS/EMS applications.

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:

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

Experience

Good experience 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/Mac systems 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

Strong Windows desktop and endpoint support expertise

Process & Tools

ITSM tools such as ServiceNow, Jira or equivalent

Incident prioritisation based on investment business impact

Knowledge of SLA-driven support in financial environments

Soft Skills

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