Senior Helpdesk Engineer

Overview

The London Helpdesk team is responsible for providing 1st and 2nd line support for London Glencore users via phone, email and face to face.  Working in a fast paced and dynamic environment, every member of the team requires excellent problem solving skills, with excellent communication and customer service skills being equally important. 

The successful candidate should possess experience in supporting users across multiple departments, including the Trading floor and VIP users, to effectively serve the overall business in the London office. This experience, along with the general IT responsibilities associated with the Help Desk role, is crucial for delivering comprehensive support.

Key Responsibilities

• Provide day to day IT desktop support to London and occasionally other dependent offices
• Manage communications from the IT Department to users, both London based and globally
• Participate in and contribute to solution resolution with all IT Teams both locally and globally
• Provide support for market data applications including Reuters, ICE, Bloomberg, Trayport
• Manage/coordinate user provisioning activities for London starters, leaves, transfers
• Log, triage, resolve and/or, where necessary, escalate calls to 3rd line/other teams within the department
• Work with Helpdesk and Application Support colleagues in the services team to resolve critical issues
• Liaise with third line infrastructure and portfolio teams to resolve complex issues
• Liaise with Chennai resources for shared activities
• Install and configure software on company desktops and laptops
• Report and document issues and recommend solutions to the IT Knowledge base in a timely and effective manner
• Actively contribute to the further development of the IT Department

Key competencies and Skills

• Excellent communication, interpersonal, customer facing and telephone skills
• Ability to prioritise tasks
• Ability to work under pressure individually and in a team
• Strong Team player
• Excellent troubleshooting and analytical skills
• Able to use initiative whilst resolving critical tasks
• Personal attributes to include: Presentable, punctual, proactive, trustworthy, reliable, accountable, professional.
• Aptitude and willingness to learn new skills and take on broader responsibilities

Required Technical Skills & Experience:

• Experience supporting Windows 11 desktops and enterprise environments.
• Proficient in Office 365 (Exchange Online, Teams, OneDrive, SharePoint).
• Familiarity with Jira Service Desk, or similar ticketing systems.
• Good understanding of network protocols and troubleshooting techniques (TCP/IP, DNS, DHCP).
• Working knowledge of Active Directory, including user account management and group policies.
• Exposure to Microsoft Azure, particularly identity and device management.
• Familiar with IP Telephony/VoIP systems (e.g., Cisco, Webex).
• Skilled in troubleshooting PC/Laptop hardware and peripherals.
• Understanding of incident lifecycle management and documentation standards.

Other Desirable skills/competencies:

• Previous experience in a trading environment
• iPhone configuration
• Reuters/Bloomberg installations
• Video Conferencing facilities
• Virtualization technologies (VMware)
• Basic knowledge of PowerShell or command-line scripting for automation tasks
• Familiarity ITIL Frameworks and best practices