Analyst, Desktop Support Engineer

This is a Dealing Desktop support position in the Dealing Support team. The staff will report to the Team lead, he will work closely with all technology teams across the organisation.

**Responsibilities**
- Contribute to the overall success of the Dealing Room Support, ensuring specific individual goals, plans; initiatives are executed/delivered in support of the team's business strategies and objectives. Ensure all activities conducted are compliant with governing regulations, internal policies, and procedures
- First and second level technical system support to all production systems being used by the users
- Manage and maintain the currency of all issues in a manner which provides high quality support services to its users
- Manage and provide technical support on any trading and market system including Refinitiv/ Thomson Reuters, Bloomberg, EBS, etc
- Manage and responsible for Refinitiv market data access and Bloomberg SID reporting for users billing, etc
- Manage and responsible for trading phone and voice recording system, etc
- Manage and responsible for System asset ledger related to treasury system and system access
- Liaise with second and third level support when applicable and provide recommendations to management with regards to resolution
- Perform PC refresh, plan and deploy for new hire, installation of equipment, PC moves service request within SLA and ensure assets tracking is updated
- Record and maintain assets inventory system
- Must accurately record, update ticket in ITSM system
- Prepare and update technical documentation
- Determine the best solution based on the issue and details provided by users
- Identify and escalate business and technical challenges
- Communicate with other technical teams, clients and managers in a professional manner as situations arise, and at regular intervals ensuring that all parties involved are kept up to date at all times
- To succeed in this role, the staff needs to have strong end-to-end knowledge of dealing rooms/trade floor support, infrastructure, market data and management

**Qualifications**
- Degree in Computer Science or a related technical discipline
- One to two years of trade floor support experience is preferred

**Requirement**
- Min 3 years Experienced and skilled working with Wintel desktops/laptop/Thin client/Virtual Desktop/Corporate Mobile phone
- Experience in 1st level support in the end user environment
- Experience in TCP/IP networking knowledge and troubleshooting skills
- Experienced and skilled working with Microsoft Office, M365, Outlook, Teams
- Experienced and skilled working with Trading Phone and recording System
- Experienced in Market data systems: Bloomberg, Thomson Reuters Eikon
- Experienced in Trading systems: Thomson Reuters FX Trading, EBS, etc
- Microsoft Office: Advanced of Word, Excel, Access and PowerPoint
- Good technical working knowledge of Windows Servers and SQL Server
- General understanding of financial markets and products is added advantage
- Experience working within financial services being desirable
- Experience in Trading Phone systems: IPC Unigy, voice recorders, Turrets, Omni soft Turrets
- Excellent leadership skill
- Experience in leading and managing a team of System Administrators
- Excellent communications skills (written and verbal), and able to manage key stakeholders
- i.e. project team, security, compliance and IT operations and capable of bridging the gap between technology and business functions
- Excellent organization skills and ability to manage multiple complex initiatives
- Ability to prioritize and multi-task in a fast-paced/demanding environment
- Strong analytical and problem-solving
- Strong interpersonal/relationship-building skills and customer service values/practices
- Ability to create technical documentation.
- Willingness to accept additional responsibilities
- Strong customer service and communication skills with a focus on rapport-building

Job ID 10064071- WD