Desktop Support Analyst – Bank – City London

Overview

In this role you will deliver end-to-end desktop and user support within a banking environment, supporting staff from onboarding to retirement and handling hardware, software, and connectivity issues. You will work as part of the Service Desk to maintain SLAs and contribute to ongoing IT projects. The position emphasizes customer-facing support for internal banking staff and VIPs, including remote and mobile users across Europe. You will operate in a security-conscious, standards-driven setting and help keep banking operations smooth and secure.

Responsibilities

• Provide 1st/2nd line desktop and peripheral hardware support with root cause analysis
• Offer remote branch support using Remote Assistance
• Manage Active Directory user starter/leaver processes
• Support internal banking staff and VIPs in a customer-facing capacity
• Maintain and support desktops, laptops, and Blackberry devices
• Meet SLA targets and contribute to ad-hoc projects
• Handle remote/telephone support for mobile and European users

Key requirements

• Experience in desktop support within banking environments
• Experience with operational deployments and OS refresh cycles
• Familiarity with Service Desk ticket software
• Knowledge of market data products
• ITIL knowledge; Microsoft certifications advantageous
• Proactive in maintaining up-to-date skills through training or self-study

• Customer-facing communication
• VIP stakeholder management
• Team collaboration
• Windows operating systems
• Office suite (Office 2013)
• TCP/IP and basic networking

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