Sr. Support Analyst, End User Services, IT

Position Description

We are seeking an experienced and customer-focused Senior Desktop Support to provide dedicated end-user-support for our Hong Kong Trading Floors. The successful candidate will be responsible for supporting front-office users, ensuring the stability, availability, and performance of desktop technologies and market data applications.

This role requires a strong understanding of financial markets technology, market data platforms, desktop infrastructure, and trade floor operations. The individual will work closely with business users, application teams, infrastructure teams, and external vendors to deliver a high standard of technical support in a fast-paced, high-pressure environment.

Key Areas of Responsibilities

1. Provide dedicated technical support for trade floor users
2. Support and troubleshoot Bloomberg, Refinitiv, and other market data platforms.
3. Manage market data licenses, renewals, and vendor relationships for Hong Kong.
4. Participate in BCP testing and support onboarding of new market data applications.
5. Install, configure, and troubleshoot desktop systems, peripherals, applications, and trade floor-specific market data applications
6. Coordinate joiner setup, leaver deprovisioning, and user access requirements.
7. Manage procurement of PCs, peripherals, and End User Services (EUS) equipment.
8. Collaborate with other IT teams and vendors to escalate and resolve complex technical issues
9. Responsible for video conferencing management and presentation support
10. Maintain IT asset inventory and lifecycle records.
11. Ensure compliance with IT security policies and procedures.
12. Provide on-call support during critical trading hours.
13. Identify and recommend technology improvements to enhance the user experience.

Requirements

1. Bachelor's degree in Information Technology or related discipline.
2. Around 5-8 years of desktop support experience, preferably within financial services or investment banking.
3. Hands-on experience supporting Bloomberg, Refinitiv, and local market data products.
4. Strong knowledge of Windows, macOS, Microsoft 365, and basic networking.
5. Excellent troubleshooting and problem-solving skills.
6. Working knowledge of ITIL service management processes.
7. Fluent in English, Mandarin and Cantonese.
8. Excellent verbal and written communication skills.