Service Desk L2: Desktop Support Analyst

EDF Trading; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading trading company in London is seeking a Desktop Support Analyst to provide front-line support across various asset classes. You will be responsible for troubleshooting hardware and software issues, managing support tickets, and ensuring high-quality service delivery. Ideal candidates will have experience in desktop support, exceptional communication skills, and the ability to work under pressure. This role involves rotating shifts and on-call support, offering an exciting opportunity to contribute to a dynamic team.

Qualifications

• Experience in desktop support and customer service.
• Ability to work in high-pressure environments, ideally in trading or finance.

Responsibilities

• Provide in-person support for escalated incidents and troubleshoot issues.
• Act as first contact for deskside support and diagnose issues.
• Deliver high-quality, respectful support to users.
• Manage support tickets and escalate major incidents.
• Provide dedicated support for executives and critical staff.

Skills

Problem-solving

Communication

Prioritisation

Tools

Microsoft Office

VPN

Citrix

Job description

Service Desk L2: Desktop Support Analyst, London

Client:

EDF Trading

Location:

London, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

1299335fada2

Job Views:

22

Posted:

12.08.2025

Expiry Date:

26.09.2025

Job Description:

Department

The Service Desk team is part of the IT Operations department, providing front-line support globally. Based in Paris and London, the team has diverse skills and a disciplined approach.

Position purpose

The successful candidate will support all areas of end-user computing, working with front, middle, and back office across asset classes. Support includes vendor and internal systems.

Main Responsibilities

• Second-Line & Deskside Support: Provide in-person support for escalated incidents, troubleshoot hardware/software issues, ensure timely resolution.
• Walk-up & Incident Response: Act as first contact for deskside support, diagnose and escalate issues as needed.
• User Experience & Customer-Centric Delivery: Deliver high-quality, respectful support, ensuring users feel valued and informed.
• Ticket & Major Incident Management: Manage support tickets, escalate major incidents, communicate with stakeholders.
• VIP & Executive Support: Provide dedicated support for executives and critical staff.
• Hardware, Software & Network Maintenance: Support desktops, laptops, printers, perform updates, troubleshoot network issues.
• Knowledge & User Enablement: Maintain documentation, provide informal training.
• Process Ownership: Manage processes like new joiner setup, hardware builds, AV support.
• Security & Compliance: Follow security policies, report risks.
• Future Tech Bar Development: Contribute to planning a user-focused walk-up support area.

Experience Required

Experience in desktop support, customer service, supporting high-pressure environments, ideally in trading or finance.

Technical Requirements

• Strong Windows 10/11 support skills.
• Experience with multi-monitor setups and custom hardware.
• Knowledge of Microsoft Office, Exchange, Office 365.
• Network troubleshooting, VPN, connectivity issues.
• Optional: Trading software support, Citrix, ITSM tools, ITIL certifications.

Required Skills

• Problem-solving, communication, prioritisation skills.

Person Specific

Responsible, proactive, customer-focused, adaptable, able to handle pressure, and excellent at troubleshooting.

Hours of work

Rotating shifts between 06:00 and 18:30, with on-call support and occasional coverage for Paris office.