Service Desk L2: Desktop Support Analyst

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

When you join EDF Trading you’ll become part of a diverse international team of experts who challenge conventional ideas, test new approaches and think outside the box.

Energy markets evolve rapidly so our team needs to remain agile, flexible and ready to spot opportunities across all the markets we trade in: power, gas, LNG, LPG, oil and environmental products.

EDF Group and our customers all over the world trust that their assets are managed by us in the most effective and efficient manner and are protected through expert risk management. Trading for over 20 years, it’s experience that makes us leaders in the field. Energy is what we do.

Most of all, we value our people. Become part of the team and you will be offered a great range of benefits which include hybrid working, a personal pension plan, private medical and dental insurance, bi-annual health assessment, corporate gym memberships, electric car lease programme, childcare vouchers, cycle to work scheme, season ticket loans, volunteering opportunities and much more. We even provide free fruit to keep you healthy.

Gender balance and inclusion are very high on the agenda at EDF Trading so you will become part of an ever-diversifying family of around 800 colleagues based in London, Paris, Singapore, Tokyo and Houston. Regular social and networking events, both physical and virtual, will ensure that you always feel connected to your colleagues and the business.

Who are we? We are EDF Trading, part of the EDF Group, a world leader in low-carbon sustainable electricity generation partnered with JERA, one of Japan’s largest utilities; the perfect organisation at which to begin or progress your career in the commodities sector.

Join us, make a difference and help shape the future of energy.

Job Description:

Department

The Service Desk team resides within the IT Operations department and provides front line support of all end users globally.  The team is based on the trading floor in Paris and London, has a broad range of complementary skill sets and is dynamic yet disciplined in its approach. 

Position purpose

The successful candidate will be working within the Service Desk team across all areas of support. This involves close collaboration with front, middle and back office across all asset classes.  Scope for this role includes all systems and processes covering the elements of end user computing within the global business. Systems under support include both vendor and internally developed systems.

Main Responsibilities

This role is focused on delivering high-quality customer service, managing technical support for IT systems, and coordinating with vendors and internal teams.

This list is not exhaustive and may include other tasks assigned by the manager.

• Second-Line & Deskside Support: Provide in-person technical support for escalated incidents from Level 1 across all business areas, including Front, Middle, and Back Office users, traders, and VIPs. Troubleshoot complex hardware, software, and bespoke setups, ensuring timely resolution with minimal disruption.
• Walk-up & Incident Response: Act as the first point of contact for deskside and walk-up support. Triage, diagnose, and resolve issues on the spot or escalate to appropriate teams. Prioritise based on user role and business impact, ensuring high responsiveness for critical users.
• User Experience & Customer-Centric Delivery: Champion a high-quality, user-focused support experience—adapting communication, prioritisation, and problem-solving to meet the needs of each user. Ensure all interactions are respectful, solution-driven, and leave users feeling supported, valued, and clearly informed throughout the resolution process
• Ticket & Major Incident Management: Manage the Level 2 ticket queue, performing impact assessments, assigning tasks, and ensuring timely resolution. Escalate major incidents swiftly and coordinate with Level 3 and other technical teams, maintaining clear communication with stakeholders.
• VIP & Executive Support: Deliver, white-glove service to executives, senior traders, and Operators handling all queries with urgency and professionalism to minimise downtime for business-critical users.
• Hardware, Software & Network Maintenance: Install, configure, and support hardware (desktops, laptops, docking stations multi-monitor setups, printers, AV equipment). Perform system updates, software installations, and basic network troubleshooting including VPN and connectivity issues.
• Knowledge & User Enablement: Create and maintain knowledge base content, user guides, and troubleshooting documentation. Provide informal training and support knowledge-sharing across support levels.
• Process Ownership: Responsible for key Level 2 processes including new joiner inductions, build room organisation, hardware builds, and support for AV/printer systems.
• Compliance & Security Support: Ensure adherence to IT security and compliance policies, reporting potential risks and maintaining device and data integrity.
• Tech Bar Development (Future-Facing): Contribute to the planning of a future on-site Tech Bar, helping to shape a responsive, user-focused walk-up support experience.

Experience Required

The ideal candidate should possess technical knowledge, interpersonal abilities, a track record of meeting deadlines, and strong organisational skills.

• Experience in desktop or technical support roles, preferably within a fast-paced or trading floor environment.
• A history of delivering high-quality, customer-focused in person IT support, with a strong emphasis on user satisfaction and service excellence.
• Experience supporting high-pressure environments, including Traders, Executives, and Business-critical staff.

Technical Requirements

Having expertise in these technical areas allows the candidate to effectively support customers, troubleshoot issues, and provide solutions within the specific IT environment. It's important to note that the specific technologies mentioned may vary depending on the organisation's infrastructure and software stack.

• Operating System Support: Strong understanding of desktop operating systems, including Windows 10/11, with proven troubleshooting capabilities.
• Hardware & Display Configuration: Expertise in supporting multi-monitor setups and bespoke workstations, covering hardware configuration, display settings, and user customisation.
• Business Application Knowledge: Familiarity with common business applications such as Microsoft Office, Exchange, and Office 365.
• Network & Connectivity Support: Experience in network troubleshooting, VPN configuration, and resolving connectivity issues in trading environments.
• Trading Application Support (Desirable): Knowledge of troubleshooting trading-specific software and platforms, such as Bloomberg Terminal and Reuters Trading for Exchanges.
• Remote Access & Virtual Environments: Experience with remote desktop solutions and troubleshooting within virtual environments.
• Citrix & Mobile Device Management: Exposure to Citrix environments and enterprise mobile device management platforms.
• IT Service Management Tools: Familiarity with ITSM tools such as ServiceNow and Ivanti for effective incident and service request management.
• ITIL Framework: Understanding of ITIL processes, including Incident, Problem, Change, and Asset Management.
• Certifications: CompTIA A+, ITIL Foundation, or similar certifications are desirable

Required Skills

• Critical Thinking & Problem-Solving: Strong analytical and troubleshooting skills with the ability to quickly identify, diagnose, and resolve technical issues.
• Communication Skills: Excellent verbal and written communication skills, enabling effective interaction with end-users, colleagues, and wider IT teams.
• Prioritisation & Time Management: Strong organisational skills with the ability to effectively prioritise tasks, manage time efficiently, and adapt to shifting demands in a high-pressure environment.

Person Specific

The candidate should possess a strong sense of responsibility, be able to handle pressure, and demonstrate a proactive approach to problem-solving.

• User Facing: Ability to interact professionally with a wide range of users, from everyday employees to senior executives. Must be able to handle high-pressure situations and respond to urgent requests with calm and efficiency.
• Customer-Focused: Demonstrates a strong commitment to delivering excellent customer service, ensuring that users feel supported, valued, and understood.
• Customer Service Orientation: Committed to delivering high-quality customer service with a strong focus on user satisfaction and a positive support experience.
• Problem-Solver: Naturally analytical with strong troubleshooting skills; able to think quickly and adapt to solve urgent technical issues.
• Organisational Skills: Able to manage multiple support requests simultaneously while maintaining a high level of service and responsiveness
• Technical Expertise: Possesses a solid technical foundation but can also translate complex IT jargon into accessible language for non-technical users.
• Adaptable and Flexible: Comfortable working in a dynamic environment where priorities can shift quickly. Able to support a range of users with varying needs, from high-performance traders to administrative staff.
• Self-Starting: Takes initiative in resolving issues, implementing improvements to support workflows, and contributing ideas for enhancing the Tech Bar service.

Hours of work

The Service Desk provide cover between 06:00 and 18:30 on a rotating shift basis, with additional on-call support and occasional cover for the Paris office