Desktop Support Analyst

Permanent contract|London|IT (Information Technology)

Desktop Support Analyst

London, United Kingdom Permanent contract IT (Information Technology)


Description of the Business Line or Department

GTS is a transversal team providing IT infrastructure support across GBIS

Summary of the key purposes of the role

  • To provide a high level of support & services to our clients in the UK and some regional offices in EMEA
  • To be a troubleshooting expert and provide excellent customer service to our end users and stakeholders
  • Ensure that incidents are resolved in a timely manner to meet defined service level targets
  • To participate in non BAU task as and when required and ensure all relevant documentation is created and communicated to teams
  • Collaboration with other Digital Workplace (DWS) teams to manage problems identified in BAU
  • Create technical documentation for support teams and user guides in our knowledge base
  • Technical Escalation point for complex issues and our VIPs
  • Exceptional Customer Service to all end users and showing end to end ownership of cases throughout the lifecycle of the case

Summary of responsibilities

  • Trade floor/Desktop Support for day to day user incidents & requests ensuring courteous, timely, and effective resolution of end user issues
  • Install, configure, maintain and support PC hardware and software for end users computing environment
  • Support/troubleshoot vendor and in-house developed applications including market data and trading apps (both real-time and corporate)
  • Case Management: Ensuring Incidents and Requests are managed following the ITIL framework
  • Liaise with 3rd line support teams to ensure prompt case resolution
  • Ensuring SLT (Service Level Targets) are met
  • Following IT Security Guidelines
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • To take ownership of user problems and be proactive when dealing with user issues.
  • Management / Participation required for projects
  • Co-operate with different business lines in ensuring direct requests are dealt with efficiently and escalated to the line manager where required
  • Ensure the process for communication regarding maintenance and outages to our clients are followed
  • Creating and updating of technical documentation and user guides
  • Excellent ability to transfer knowledge within a team
  • Continual Service Improvement to increase efficiency and effectiveness of IT services and processes

Level of Autonomy and Authority

Ability to act independently and work within a team as per the scope of the role

Profile required


Experience (Essential):

  • Minimum of 2 years providing desktop support in a Trade Floor/Banking experience (Essential)

Technical (Essential):

  • Windows Infrastructure fundamental knowledge and troubleshooting: Server, Network, Active Directory, DNS, DHCP
  • Windows 10 troubleshooting skills (Advanced level)
  • Outlook client troubleshooting skills (Advanced level)
  • MS Teams and Skype troubleshooting skills (Advanced level)
  • O365 troubleshooting skills (Advanced level)
  • Market data expert: applications including but not limited Reuters Eikon, Bloomberg, Datastream Installation & troubleshooting
  • Microsoft Edge/Chromium and Google Chrome troubleshooting skills
  • Experience supporting vendor and in-house developed trading applications.
  • Citrix client troubleshooting skills
  • VPN and remote working support experience (F5 client, Pulse Secure etc)
  • Symantec End Point troubleshooting skills

Other (Essential):

  • Highly motivated, energetic with great communication skills
  • Client/Customer focused
  • Ability to handle multiple calls/tasks in fast paced environment

Technical (Desirable):

  • PowerShell

Why join us

People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors, so you know our names, and we know yours. It's personable, human, and inspires success through passion. By encouraging open mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation. Bringing words like “hard work” and “dedication” together with “community” and “respect” has enabled us to work collaboratively and build our future together. We call this Team Spirit and it's what makes us different. It's what makes you different.

Business insight

If you feel you have the required experience and qualifications, then please apply to the SG Resourcing Team, and we will manage your application. At Société Générale, we believe our people are our strength and are core to the success of our business. As such, we search for, recruit and appoint the best available person on the basis of aptitude and ability, regardless of sex, marital or civil partnership status, race, colour, nationality, ethnic or national origins, pregnancy, disability, age, sexual orientation, religion, belief or gender reassignment.

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Reference: 21000N23
Entity: SG CIB
Starting date: 2021/09/20
Publication date: 2021/07/20