Trade Floor End User Support

Your Role (Key Accountabilities) Direct Engagement Incident Resolution (60%)  Operate as part of the team shift rota that provides support coverage from 07:00-18:00  Provide day-to-day, client facing, technical, infrastructure, application, and systems support to the Trade Floor  Monitor Major Incident reports, keeping aware of outages that affect users  Manage and lead major GTIS initiatives impacting the user experience and ensuring smooth delivery of projects to Front Office users  Take on the role of “Subject matter Expert”, for a suite of infrastructure related tools and desktop applications. Become a knowledge reference point for business users and colleagues  Interact with GTIS and business areas to ensure all changes are implemented with minimal impact on the user community  Stay prepared to quickly resolve or delegate any possible issue a user can have with technology, while adhering to risk management and best practices  Liaise between the Business, and IT teams like Market Data, Messaging, RTB and inhouse developer teams to bring about speedy resolution  Ensure 100% start-of-day workstation readiness, especially after maintenance weekends Role Profile Restricted - External  Manage trader’s escalations to resolution, freeing up user’s time to focus on their core responsibility ITIL Incident Management (20%) o Triage L2 Desktop Support incidents assigned from L1 Service Desk o Ensure Best Practices are followed, prioritizing based on impact o Act as a POC for the business with IT related issues o Meet or exceed Service Level Agreements, providing a permanent resolution or workaround o Perform root cause analysis, document the resolution, update KB articles Major and Minor Projects (15%) o Undertake task and project work as directed by the business, application owners, and line manager o Pilot changes to our systems, providing direct feedback to stakeholders o Pro-actively investigate to improve the quality of the desktop estate and user experience o Engage Engineering teams as required, through proper Change Management, and risk awareness o Ensure the workstation estate has all required software, hot fixes, anti-malware o Ensure smooth major systems updates (hardware, operating systems, etc) Shift Left (5%) o Work closely with L1 HelpDesk, via chat or email, to identify recurring issues and increase “first call resolution” metrics o Maintain a knowledgebase of escalation points, processes, fixes, and documentation Basic Qualifications/Skills (Must be quantifiable)  3+ year exposure to supporting Capital Markets in a Trading Environment  3+ years of experience troubleshooting Windows / Mac/ BYOD hardware and software issues  Experience with ITIL concepts and best practices  Strong communication skills, written and oral.  Strong basic technical skills with demonstrated ability to learn for the purpose of identifying trouble areas and suggest potential solutions Preferred Qualifications/Skills  Experience installing and activating Market Data Applications (Bloomberg, Eikon / Reuters Dealing, E-Speed, Tradeweb, Broker Tec, FactSet)  Experience troubleshooting Desktop Hardware, BIOS/UEFI settings, and O/S (Microsoft, Apple)  Experience working with Microsoft Active Directory, Windows Registry, Roaming Profiles, SCCM, Group Policy, Drivers, Anti-malware, and Hotfixes  Experience troubleshooting Microsoft Office Suite and add-ins Restricted - External  Ability to work under pressure in a demanding and a fast moving environment Job type: Contract Division: eTeam Workforce Limited Reference: 22-02809