Trade Floor Desktop Support

Thebes Group; Greater London; On-site; GBP 42,000 - 65,000; Full time

Job summary

Thebes Group is seeking a Trade Floor Desktop Support Engineer to join its London team. You will deliver second-line desktop support for front-office users on a fast-paced trading floor, handling Windows, 365 apps, Citrix, VPN, and market data tools like Bloomberg and Reuters.

Ideal candidates have 5+ years in IT customer services within finance, strong problem-solving ability, and a proactive, mentoring mindset to support the team and ensure high-quality service in a demanding environment.

Qualifications

• Proven desktop support experience in a corporate trading environment.

Responsibilities

• Provide 2nd line IT support, troubleshooting hardware, software, network, VPN, and trading floor issues.
• Manage incidents, service requests, and escalations in line with SLAs, KPIs, and ITIL processes.
• Take ownership of tickets from diagnosis through to resolution, ensuring clear user communication.
• Support Windows, Microsoft 365, Outlook, Citrix, wireless networks, remote access, and core business applications.
• Build, configure, deploy, and maintain desktops, laptops, and user devices in line with corporate standards.
• Support onboarding, asset management, device lifecycle, and software deployment activities.
• Escalate complex issues to Infrastructure, Networks, Wintel, and Application Support teams as required.
• Monitor ITSM queues, emails, and service requests to ensure timely resolution and accurate documentation.
• Drive service improvements, maintain knowledge sharing, and promote best practices across the team.
• Lead incident troubleshooting, service readiness meetings, and team performance against KPIs.
• Act as a senior escalation point, mentoring colleagues and supporting team objectives.
• Build strong relationships with Service Delivery and End User Services teams.
• Provide first-line support for market data applications, including Bloomberg and Reuters.

Skills

2nd line support

customer service

troubleshooting

analytical thinking

team player

prioritisation

mentoring

communication

Education

ITIL certification

Tools

M365 admin

Exchange Admin

Bloomberg

Reuters

Ivanti Neurons

Azure AD

Intune

SCCM

Citrix

vSphere

Job description

• Trade Floor Desktop Experience - 2nd line Support, providing on-site, walk-up, and remote support to front office users and trading staff
• Ability to provide a high level of customer service and act as a first point of escalation for high-priority incidents and VIP users
• Extensive experience with M365 client, including experience using Exchange Admin
• Hands on with Bloomberg, LSEG, ICE, etc.
• Worked with ITSM tool's (Ivanti Neurons)
• Able to work to short deadlines with a sound knowledge of Desktop Support and trading technologies.
• 5 years+ IT Customer Services Support role in a fast paced / investment banking environment.
• Energetic, proactive team player with strong customer service skills.
• Experience supporting trading floor/front-office users.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Hands‑on experience with Azure AD, Intune, MDM, SCCM, Citrix, and vSphere.
• Proficient in PowerShell scripting and task automation.
• Able to work independently, collaborate effectively, and mentor others.
• ITIL certified or experienced in ITIL environments.
• Excellent verbal, written, and presentation skills.
• Relevant industry certifications are advantageous

Requirements

An exciting opportunity has arisen for a Trade Floor Desktop Support Engineer to join the team with an immediate start. Working within the Trade Floor Desktop Support function, you will support both BAU operations and project-based activities. The successful candidate will have proven desktop support experience within a corporate trading environment and a strong understanding of the technologies commonly used on a trading floor. You will possess excellent prioritisation and problem-solving skills, with the ability to deliver a high-quality service and maintain exceptional customer satisfaction across a demanding and diverse user base.

Role & Responsibilities

• Provide 2nd line IT support, troubleshooting hardware, software, network, VPN, and trading floor issues.
• Manage incidents, service requests, and escalations in line with SLAs, KPIs, and ITIL processes.
• Take ownership of tickets from diagnosis through to resolution, ensuring clear user communication.
• Support Windows, Microsoft 365, Outlook, Citrix, wireless networks, remote access, and core business applications.
• Build, configure, deploy, and maintain desktops, laptops, and user devices in line with corporate standards.
• Support onboarding, asset management, device lifecycle, and software deployment activities.
• Escalate complex issues to Infrastructure, Networks, Wintel, and Application Support teams as required.
• Monitor ITSM queues, emails, and service requests to ensure timely resolution and accurate documentation.
• Drive service improvements, maintain knowledge sharing, and promote best practices across the team.
• Lead incident troubleshooting, service readiness meetings, and team performance against KPIs.
• Act as a senior escalation point, mentoring colleagues and supporting team objectives.
• Build strong relationships with Service Delivery and End User Services teams.
• Provide first-line support for market data applications, including Bloomberg and Reuters.

Thebes Group is a leading UK wide IT infrastructure technology consultancy. We are well-known for our extensive talent pool of highly competent IT professionals and exclusive Academy programmes, which provide a great opportunity to undertake technical training in core disciplines. Thebes work with a number of leading vendors, Government, financial institutions and insurance companies including investment banks, brokers and hedge funds.

Thebes does IT solutions & services differently from most other IT service providers. As an Assured Outcome Provider (AOP) we have spent fifteen years willingly sharing the client’s risk with them by focusing on outputs (i.e. quality service & solutions and ROI) rather than inputs (i.e. pricelists and headcount). We do this by fitting our skills, solutions & capabilities to needs, augmenting our staff with enthusiastic professionals from our Academy programme and remaining flexible as our clients’ needs change.

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Trade Floor Desktop Support • London, England, GB