Desk Support Analyst

The Desk Support Analyst will play a critical role in ensuring the seamless operation of technical environments within the firm. You will be responsible for providing high-level support, troubleshooting complex issues, and maintaining the stability of critical systems used by internal stakeholders. This role requires a proactive approach to problem-solving and a strong commitment to delivering exceptional service in a fast-paced banking environment.

Our client is a prominent global financial services institution known for its commitment to excellence and innovation in the banking sector. With a robust presence in major financial hubs, they foster a collaborative and high-performance culture that empowers employees to grow their careers. They are dedicated to maintaining cutting-edge technological infrastructure to support their diverse range of financial operations.

Responsibilities

• Provide comprehensive technical support for desk-based systems and applications
• Diagnose and resolve complex hardware and software issues in a timely manner
• Manage incident lifecycles through to resolution, ensuring minimal downtime for end-users
• Collaborate with cross-functional IT teams to implement system upgrades and patches
• Maintain accurate documentation of technical issues and resolution procedures
• Monitor system performance and proactively identify potential bottlenecks
• Ensure compliance with internal security policies and data protection standards
• Provide guidance and support to junior team members as required

Requirements

• 5-10 years of experience in a technical support or desk-side support role
• Strong proficiency in troubleshooting Windows-based environments and enterprise applications
• Experience working within the financial services or banking industry
• Excellent communication skills with the ability to explain technical concepts to non-technical users
• Proven ability to manage multiple priorities in a high-pressure environment
• Solid understanding of ITIL frameworks and incident management processes
• Bachelor’s degree in Information Technology, Computer Science, or a related field