Desktop Support - Tradefloor

DESKSIDE Support - Trade Floor Overview

This role is to provide desktop support for the CIB Markets business, across multiple sites. This is a front-office, client-facing position and will involve day-to-day support activities on the Trading Floor. Working as part of the GM Desktop Support team, the role will provide exposure to a wide range of trading technologies, market data applications, and internal technology processes.

Key Responsibilities

1. Day-to-day processing of Incident tickets via ServiceNow, in-house call management system in an ITIL aligned environment.
2. Contribution to the team's overall performance target for SLA's relating to call pick up/response times and aged tickets in DB symphony.
3. Act as the senior member of a small team within the Global Markets (GM) desktop group, handling escalations for your assigned business areas and managing prioritization amongst your team members.
4. Work with and improve the relationship between internal technology partners to enhance overall service levels.
5. Responsible for the delivery of all projects being delivered onto your allocated Business areas of the Trading Floor.
6. Work with the Global Remediation team in ensuring the desktops for the Trade floor are up to date and fully compliant with the latest security patches and AV updates.
7. Remediate desktops that are flagged on the non-compliant report.
8. Proactive maintenance of your respective Business areas, Business Continuity Management (BCM) seats in the dedicated recovery suites.
9. Work with the Service Desk and local Internal Move, Add Change (IMAC) teams to remove issues from the environment and improve Service Delivery.
10. Foster a continuous improvement approach for Desktop Services being delivered to the GM Business.
11. Provide adhoc support at weekends for moves and other technology deliverables and out of hours support on a rota basis.

Qualifications

1. Good all-round desktop troubleshooting skills; exposure to Market Data applications and other Trading specific technologies would be very beneficial.
2. Previous Desktop Support experience in an Investment Banking environment is essential.
3. Hardware/Software experience Required - Windows 10/11, MS Office M365, Internet Explorer, Java, Oracle, TCP/IP, Anti-Virus, Laptop Wireless setups, RAS, Azure EPM.
4. Preferred - MS Access, Lotus Notes, iPhone/iPad, Citrix, Active Directory, Market Data Products, Trading Floor Systems like Reuters, and Bloomberg.
5. Outstanding Customer Service skills.
6. Good personal time management skills.
7. Ability to mediate and work with other technology groups to achieve common goals.
8. ITIL Foundation V2 / V3 qualification would be beneficial, but is not a requirement.
9. Awareness of DB Infrastructure would also be advantageous.
10. Languages: German Written/Spoken (B2/C1), English (B2/B2).
11. A self-starter, able to work under own direction to meet the demands of a busy trading floor.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Administrative

Industries

Banking