Desktop Support

Desktop SupportOur client, a IT Services and Consulting company, is looking for a Desktop Support for their Boston, MA location. Responsibilities: Service Delivery & Field Service OperationsProvide dedicated on-site desktop support for front-office users including portfolio managers, traders, research analysts, and sales teams.Deliver desk-side support during market hours, ensuring minimal disruption to portfolio decisions and trade execution.Support time-critical incidents aligned to market cycles.Take end-to-end ownership of issues, ensuring rapid resolution in high-pressure, revenue-impacting situations.Coordinate with cross functional IT teams for priority issue resolutionSupport for back-office users and new joiner onboarding process.Front Office & VIP SupportProvide VIP/white-glove support to senior stakeholders such as portfolio managers and fund managers.Prioritise issues impacting market data feeds, order execution, and pricing systems.ITSM Process ExcellenceManage incidents and service requests via tools such as ServiceNow or Jira with strict SLA adherence.Ensure accurate ticket logging, categorisation (e.g., market data, trading, access), and resolution tracking.Follow ITIL processes, with focus on incident prioritisation aligned to investment business impact.End-User Technology & Trading Floor SupportInstall, configure, and troubleshoot Windows-based laptops used in trading and portfolio management environments.Support multi-monitor configurations.Support trading turrets/dealer boards, voice systems, and collaboration tools used for communication.Manage mobile devices and secure endpoints used for remote portfolio access.Provide support for VDI/Citrix or terminal environments used for secure access to investment platforms.Investment Applications & Market Data SupportProvide basic L1 support for investment management applications like:Bloomberg, Refinitiv (Reuters), FactSet, Aladdin (or similar platforms)Order Management Systems (OMS) / Execution Management Systems (EMS)Support Microsoft 365 and collaboration tools used for investment research and reporting.Stakeholder & Relationship ManagementCommunicate clearly and effectively with front-office and other end users, maintaining composure in high-pressure scenarios.Provide real-time updates during critical incidents impacting portfolio or trading activities.Build strong relationships with investment teams and operations stakeholders.Ensure high user satisfaction through responsive and proactive support.Continuous Improvement & Operational EfficiencyIdentify opportunities to reduce repeat incidents impacting market data, trading, or reporting systems.Improve first-time fix rates for front-office issues.Maintain and contribute to existing knowledge bases.Support process optimisation aligned to asset management workflows.GenAI ImplementationLeverage AI-driven tools for ticket triage, knowledge suggestions, and guided resolutionsUse AI-powered dispatch tools for optimized technician allocation.Support automation in asset tracking and service reporting.Drive adoption of AI-enabled deskside support tools to improve user experience.Requirements:Strong Windows desktop and endpoint support expertiseMulti-monitor and high-performance workstation setupBasic infrastructure knowledge: Active Directory, VPN, Networking, Citrix/VDI4–8 years in IT Desktop Support or Trade Floor Support within Asset Management or Financial ServicesExperience supporting portfolio managers, traders, and research teamsExposure to market-sensitive, time-critical environmentsGood to have knowledge of market data platforms (Bloomberg, Refinitiv, FactSet etc.)Familiarity with OMS/EMS and portfolio management tools (e.g., Aladdin)Basic infrastructure knowledge: Active Directory, VPN, Networking, Citrix/VDIProcess & ToolsITSM tools such as ServiceNow, Jira or equivalentIncident prioritization based on investment business impactKnowledge of SLA-driven support in financial environmentsSoft SkillsStrong stakeholder engagementAbility to operate in high-pressure, market-driven environmentsExcellent problem-solving and decision-making skillsClear and confident communication under pressureHigh level of ownership, attention to detail, and accountabilityYears of Experience: 8.00 Years of ExperienceSkills:Category Name Required ImportanceAdvent Geneva Adv Geneva G2 Bloomberg Module Yes 1Areas of Expertise Field Service Yes 1BlackRock Aladdin Yes 1Custom Skills ITIL Yes 1Data Management Portfolio Management Yes 1DWP Support Services Desktop Support - Remote Yes 1DWP Unified Device Services VDI - Citrix Cloud Yes 1Skill_New ServiceNow ITSM Yes 1Technical Skills Microsoft Active Directory Yes 1Why Should You Apply?Health BenefitsReferral ProgramExcellent growth and advancement opportunities