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Desktop SupportOmni Inclusive • United States
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Desktop Support

Omni Inclusive
  • US
    United States
  • US
    United States
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About

Top Skills: 1. Strong Windows desktop and endpoint support expertise 2. Multi-monitor and high-performance workstation setup 3. Basic infrastructure knowledge: Active Directory, VPN, Networking, Citrix/VDI
Key Responsibilities: Service Delivery & Field Service Operations • Provide 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 resolution • Support for back-office users and new joiner onboarding process.
Front Office & VIP Support • Provide 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 Excellence • Manage 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 Support • Install, 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 Support Provide 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 Management • Communicate 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 Efficiency • Identify 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 Implementation • Leverage AI-driven tools for ticket triage, knowledge suggestions, and guided resolutions • Use 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.
Required Skills & Experience • 4-8 years in IT Desktop Support or Trade Floor Support within Asset Management or Financial Services • Experience supporting portfolio managers, traders, and research teams • Exposure to market-sensitive, time-critical environments
Technical Skills • Strong Windows desktop and endpoint support expertise • Multi-monitor and high-performance workstation setup • Good 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/VDI
Process & Tools • ITSM tools such as ServiceNow, Jira or equivalent • Incident prioritization based on investment business impact • Knowledge of SLA-driven support in financial environments
Soft Skills • Strong stakeholder engagement • Ability to operate in high-pressure, market-driven environments • Excellent problem-solving and decision-making skills • Clear and confident communication under pressure • High level of ownership, attention to detail, and accountability
  • United States

Languages

  • English
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