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

Join the dynamic and motivated IT infrastructure teams on a digital transformation journey!

Within the Societe Generale group, GTS (Global Technology Services) consists of several technical streams that are responsible for defining the technical strategy and vision for their respective disciplines. Our vision within GTS is to provide cost-effective, state-of-the-art technology services and support based on real-time infrastructure shared by our respective business lines, requiring compliance with common standards, policies and security.

The DWS (Digital Workplace Services) entity oversees workstation (desktop and laptop computers, printing...) ecosystem, collaboration tools (telephony, messaging, etc.) and associated services (user support, antivirus, etc.) Its mission is to provide the Group's employees with a fluid, mobile, secure and intuitive digital work environment, with an optimal environmental and social impact.

Summary of the key purposes of the role

  • To work in a fast-paced pressurised environment taking an active role in providing support & services to our clients
  • 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
  • Create technical documentation for support teams and user guides in a central knowledge base
  • An escalation point for digital workplace services and major incidents in the absence of the TL
  • Technical Escalation point for complex issues and for our customers/end users.
  • To provide an exceptional level of customer service and ensuring the user experience is at the forefront of any support provided

Summary of responsibilities

  • 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 in a Microsoft environment
  • Support/troubleshoot vendor and in-house developed applications
  • Case Management: Ensuring Incidents and Requests are managed following the ITIL framework
  • Liaise with 3rd line support teams to ensure prompt case resolution
  • Ensuring SLA and KPI 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
  • Creating and updating of technical documentation and user guides
  • Excellent ability to transfer knowledge within a team
  • To have a Continual Service Improvement mindset when performing tasks to help increase efficiency and effectiveness of our IT services and processes

Profile required


Experience (Essential):

  • Minimum of 2 years’ experience of providing desktop support in a trade floor banking environment 

Technical (Essential):

  • Windows 10 troubleshooting skills (Advanced level)
  • Outlook client troubleshooting skills (Advanced level)
  • Teams/Skype for Business troubleshooting skills (Advanced)
  • Office 365 and troubleshooting skills (Advanced level)
  • Experience supporting vendor and in-house developed trading applications.
  • Experience in supporting market data applications (ie. Bloomberg, Refinitiv, Factset, Datastream)
  • Citrix client troubleshooting skills
  • Microsoft Edge and Google Chrome troubleshooting skills
  • VPN and remote working support experience

Other (Essential):

  • Highly motivated, energetic with great communication skills
  • Client/Customer focused
  • Ability to multi task with various cases and tasks in a fast paced environment

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 identity.

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, 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: 22000XMK
  • Entity: SG CIB
  • Starting date: immediate
  • Publication date: 2023/03/01