Desktop Support Analyst (EUC)

Corporate Support Services is responsible for multiple aspects of technology support and maintenance. The department is made up of the following teams:

• Collaboration – Email, 0365, Compliance and SharePoint

• Infrastructure – VDI, Development, Server, Remote Access and Profile management

• Endpoint – Desktop build, Application Packaging, Wyse Management, Mobile and Print

• Voice – Skype for Business, Telephone, Voice Recording, Audio/Video conferencing and Mobile contract management

• Onsite Services – Day to day management of desktop/deskside services

• Corporate Application Management – Shared functions Application Management and Desktop Application Management

• Finance – Infrastructure support for the Group Oracle Finance management system

Team Description

EMEA Desktop Support forms part of CSS Onsite Services responsible for support and administration of all desktop Group Technology Infrastructure Services.

Role Description

This role falls within the CSS Onsite Services EMEA Desktop Team (based in Bucharest) reporting to the EMEA Desktop Lead. The role is focused on proactively supporting desktop services for local office staff plus supporting staff located in other EMEA office locations for the London Stock Exchange Group through the interaction of the LSE Corporate Technology function. Responsibilities will comprise of BAU live service and possible Project work.

Key Responsibilities

• Responding promptly to incidents and service requests via ticket system, mail or phone

• Take ownership of tickets within the Desktop team, troubleshoot issue or service request through to completion

• Ensuring all tickets are updated to the correct standard and that the customer’s expectations have been set accordingly

• Resolving all desktop related incidents and requests within the defined SLA’s of the group

• Awareness of the organisation structure (different entities within the group) and competence to escalate significant problems or VIP issues promptly to Management

• Identifying and implementing service improvements, to remove single points of failure and to provide a more efficient, robust system and support process

• Interaction with the Global Service Desk to increase 1st time fix rate and reduce level of quick fix calls to desktop support

• Interaction and collaboration with Pier Desktop engineers in NAM and APAC.

Key Behaviours

• Minimum 3 years L2 desktop Support experience required

• Strong knowledge and troubleshooting skills across a wide range of corporate technologies

• Service driven, customer focused, enjoys resolving problems and user interaction

• Professional work ethic, able to take on responsibility and meet targets

• Process and documentation driven

• Seeks input from colleagues, actively listens to their contribution; checks understanding

Customer focus

• Attention to detail, seeks to help and co-operate with customers in order to develop productive, professional relationships with Customers (internal/external). 

Problem solving and Decision Making

• Resolve day to day issues that fall under Desktop Services remit – including equipment procurement and provision, client escalation and local resolution

Result orientated

• Tenacious and delivery focused in approach. Continually seeks to make the area in which they work more efficient and effective.

Effective Communication skills

• Excellent written and oral skills, clear and concise, keeps manager informed of work progression at sensible intervals. Continuously sets client expectations.

Seeks opportunities for self-development

• Ensures their skills and knowledge are up to date. Welcomes opportunities to learn.

Candidate Profile / Key Skills

KEY

Essential

Beneficial

MEASURABLE FACTORS

[1] Client Relationship Skills

Management of Escalations

Yes

Excellent communication skills

Yes

Understanding of business priorities

Yes

Awareness of the organisational structure of the business

Yes

[2] Knowledge of

Windows 7 /10

Yes

Citrix Xenapp, XenDesktop, Director

Yes

Microsoft Server Technologies – AD, DNS, DHCP, SCCM

Yes

Office 365 – Skype for Business, OneDrive, Exchange Online, Intune

Yes

Xerox Printing

Yes

Mobile Device Management

Yes

AppSense

Yes

BMC Remedy

Yes

ITIL

Yes

Video Conferencing meeting room support

Yes

Market Data Systems

Yes

Basic knowledge of networking

Yes

Telephony infrastructure and management tools

Yes

[3] Experience 

Demonstrable experience of delivering technical support within the financial services industry including clearing or investment banking.

Yes

Demonstrate the ability to support VIP staff in a high-pressure business environment

Yes

Understanding of Change Management, Incident Management, Request fulfilment and Problem Management processes

Yes

Understanding of the complexities of working with Global offshore teams 

Yes

Good working relationships with 3rd party suppliers and vendors

Yes

[4] Project Delivery

Demonstrated involvement and delivery of medium-sized projects of technical complexity

Yes

People are at the heart of what we do and drive the success of our business.  Our colleagues thrive personally and professionally through our shared values of Integrity, Partnership, Innovation and Excellence are at the core of our culture.  We embrace diversity and actively seek to attract people with unique backgrounds and perspectives.  We are always looking at ways to become more agile so we meet the needs of our teams and customers. We believe that an inclusive collaborative workplace is pivotal to our success and supports the potential and growth of all colleagues at LSEG.