Sr. Support Analyst, End User Services, IT

CLSA; Hong Kong; On-site; HKD 280,000 - 420,000; Full time

Job summary

CLSA is seeking an experienced Senior Desktop Support to deliver end-user support for its Hong Kong trading floors. You will support front-office users, ensure desktop tech stability, and optimize market data applications in a fast-paced environment.

The role requires strong knowledge of market data platforms, desktop infrastructure, and ITIL processes, with fluency in English, Mandarin, and Cantonese. You will collaborate with business and IT teams and provide on-call coverage during trading

Qualifications

• Bachelor's degree in Information Technology or related discipline.
• Around 5-8 years of desktop support experience in financial services.
• Hands-on experience supporting Bloomberg and Refinitiv market data.
• Strong knowledge of Windows, macOS, Microsoft 365, and basic networking.
• Excellent troubleshooting and problem-solving skills.
• Familiar with ITIL service management processes.
• Fluent in English, Mandarin and Cantonese.
• Excellent verbal and written communication skills.

Responsibilities

• Provide dedicated technical support for trade floor users.
• Support and troubleshoot Bloomberg, Refinitiv, and other market data platforms.
• Manage market data licenses, renewals, and vendor relationships for Hong Kong.
• Participate in BCP testing and support onboarding of new market data applications.
• Install, configure, and troubleshoot desktop systems, peripherals, applications, and market data apps.
• Coordinate joiner setup, leaver deprovisioning, and user access requirements.
• Manage procurement of PCs, peripherals, and End User Services equipment.
• Collaborate with other IT teams and vendors to escalate and resolve complex issues.
• Responsible for video conferencing management and presentation support.
• Maintain IT asset inventory and lifecycle records.
• Ensure compliance with IT security policies and procedures.
• Provide on-call support during critical trading hours.
• Identify and recommend technology improvements to enhance the user experience.

Skills

Desktop support experience (5-8 years)

Troubleshooting

Problem-solving

Communication

English

Mandarin

Cantonese

ITIL

Education

Bachelor's degree in Information Technology or related discipline

Tools

Bloomberg

Refinitiv

Windows

macOS

Microsoft 365

Networking

Job description

We are seeking an experienced and customer-focused Senior Desktop Support to provide dedicated end-user-support for our Hong Kong Trading Floors. The successful candidate will be responsible for supporting front-office users, ensuring the stability, availability, and performance of desktop technologies and market data applications.

This role requires a strong understanding of financial markets technology, market data platforms, desktop infrastructure, and trade floor operations. The individual will work closely with business users, application teams, infrastructure teams, and external vendors to deliver a high standard of technical support in a fast-paced, high-pressure environment.

Key Areas of Responsibilities

• Provide dedicated technical support for trade floor users
• Support and troubleshoot Bloomberg, Refinitiv, and other market data platforms.
• Manage market data licenses, renewals, and vendor relationships for Hong Kong.
• Participate in BCP testing and support onboarding of new market data applications.
• Install, configure, and troubleshoot desktop systems, peripherals, applications, and trade floor-specific market data applications
• Coordinate joiner setup, leaver deprovisioning, and user access requirements.
• Manage procurement of PCs, peripherals, and End User Services (EUS) equipment.
• Collaborate with other IT teams and vendors to escalat and resolve complex technical issues
• Responsible for video conferencing management and presentation support
• Maintain IT asset inventory and lifecycle records.
• Ensure compliance with IT security policies and procedures.
• Provide on-call support during critical trading hours.
• Identify and recommend technology improvements to enhance the user experience.

Requirements

• Bachelor's degree in Information Technology or related discipline.
• Around 5-8 years of desktop support experience, preferably within financial services or investment banking.
• Hands-on experience supporting Bloomberg, Refinitiv, and local market data products.
• Strong knowledge of Windows, macOS, Microsoft 365, and basic networking.
• Excellent troubleshooting and problem-solving skills.
• Working knowledge of ITIL service management processes.
• Fluent in English, Mandarin and Cantonese.
• Excellent verbal and written communication skills.