Desktop Support Analyst

Where you’ll fit in & what our team goals are…

We are hiring a Desktop Support Analyst to join our team.

Forming part of the wider IT department we provide IT support to internal customers based across EMEA and APAC. This is a varied and interesting role, and the End User Engineer is responsible for delivering desktop support and other services across the Edinburgh office, also supporting the rest of EMEA. You will be expected to deal with customers via email chat teams and face to face.

You will provide a professional Desktop Support function to business areas, maintain and support IT systems to enable staff to carry out their jobs effectively and use the Service Now system efficiently to ensure that the service provided to business areas is consistent and of a high standard.

How you’ll spend your time...

• Day to Day: Provide a professional Desktop Support service to business and other IT areas so that staff can carry out their jobs effectively using the IT systems in place. Identify areas where the Desktop Support service can be improved and present these to the Manager. Participate in IT projects as and when required. Work closely with corporate service to deliver a united support across EMEA and APAC and become the face of IT for the Edinburgh office.

• Service Now System: Ensure all work is logged in the Service now system and that actions are recorded on each call with sufficient technical detail for the use of other support staff should they need it. Assist in keeping the inventory part of the system fully up to date so that it is always available for audit. 

• Procedures/Documentation: Adhere to procedures, completing checklists as required to ensure the smooth running of the Desktop Support area. Ensure the continued quality of procedures and documentation to assist Desktop Support staff in carrying out their roles effectively. All procedures must be available for audit as and when required.

• Security. Comply with the Information Security Policy requirements and carry out all duties with due attention to Information Security, following departmental procedures and controls.

• General: Keep all areas tidy and orderly, including shared spaces. Be punctual and flexible to enable the Desktop Support Team to provide the agreed cover to the business areas. 

• Teamwork: Work with other members of the Desktop Support Team across EMEA and APAC, reviewing outstanding calls and providing assistance where required. Maintain contact with IT colleagues on other Columbia Threadneedle Investments sites and other IT teams to ensure a consistent service is provided to the business areas. Keep abreast of processes and changes within the IT department and the company in general. Working with all areas of the business and working closely with the Edinburgh corporate services department to partner and provide daily support and cover roles when required.

To be successful in this role you will have...

Experience

• Experience supporting End-User Computing Environments using Microsoft Windows and Office products and a wide range of business applications and client devices, ideally in a fast-moving and demanding professional services setting.

Personal Skills

• A proactive can-do attitude.

• Flexibility in the type of work undertaken hours of work and ability to travel.

• Sound problem management skills. 

• An ability to communicate well with all levels of staff. 

Technical Knowledge & Skills

Knowledge and skills in a broad range of the following technologies:

• Active Directory.

• Service Now.

• Application packaging & delivery.

• Client Device management and support, e.g., Desktops, Laptops, Tablets, Desk and Mobile.

• Desktop security tools, e.g., Anti-virus, Malware Detection/Prevention, HIPS, DLP

• Market data apps, e.g., Bloomberg, Reuters, Aladdin.

• Microsoft Office.

• Microsoft Windows.

• Remote access tools. 

• VMware ESX

• Vulnerability Management

• SCCM / Intune.

• Trading tools and environments. 

Qualifications

• A tertiary qualification in IT is preferred.

• ITIL certification is desirable.

About Columbia Threadneedle Investments

Working at Columbia Threadneedle Investments you’ll find growth and career opportunities across all of our businesses.

We’re intentionally built to help you succeed. Our reach is expansive with a global team of 2,500 people working together. Our expertise is diverse with more than 650 investment professionals sharing global perspectives across all major asset classes and markets. Our clients have access to a broad array of investment strategies, and we have the capability to create bespoke solutions matched to clients’ specific requirements.

Columbia Threadneedle is a people business and we recognise that our success is due to our talented people, who bring diversity of thought, complementary skills and capabilities. We are committed to providing an inclusive workplace that supports the diversity of our employees and reflects our broader communities and client-base.

We appreciate that work-life balance is an important factor for many when considering their next move so please discuss any flexible working requirements directly with your recruiter.

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