Senior Desktop Support Analyst

EDF Trading Ltd; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading trading firm in Greater London is seeking a Technical Lead to oversee project delivery in fast-paced IT environments. The ideal candidate possesses extensive experience leading technical projects while ensuring customer satisfaction. Responsibilities include managing support teams, driving process improvements, and mentoring junior staff. This dynamic role requires strong communication and problem-solving skills while focused on enhancing the user experience through advanced IT practices and the application of ITIL frameworks.

Benefits

Access to technical and personal development courses

Dynamic and challenging working environment

Qualifications

• Considerable experience in a senior IT support role within a demanding environment.
• Proven success in leading technical projects under tight deadlines.
• Strong troubleshooting skills for advanced technical issues.

Responsibilities

• Lead technical delivery of IT projects, ensuring high-quality outcomes.
• Oversee in-person support, acting as a backup for L2 tasks and ensuring efficient completion.
• Drive improvements to Service Desk tools and processes based on user feedback.

Skills

Technical project leadership

Customer satisfaction focus

Problem-solving ability

Interpersonal skills

Organizational skills

Communication skills

Education

Relevant IT certifications (e.g., ITIL Foundation, Endpoint Administrator)

Tools

Microsoft Intune

SCCM

Active Directory

Windows 10/11

ServiceNow

Job description

**Technical Leadership & Project Delivery:** Lead the technical delivery of assigned projects, overseeing planning, execution, and communication to ensure timely, high-quality outcomes that enhance the user experience.**In-Person & Advanced Support:** Provide in-person support as needed, acting as a backup for L2 and ensuring all tasks (e.g., builds, AV, desk moves) are completed efficiently and to standard. Perform in-depth troubleshooting for all L3 escalations.**Knowledge Management & Upskilling:** Identify knowledge gaps and training needs, creating and sharing documentation, guides, and best practices to upskill L1 and L2 and increase first-contact resolution.**Continuous Improvement & User Experience:** Drive ongoing improvements to Service Desk tools and processes, regularly reviewing performance and user feedback. Ensure every decision and action is guided by ITIL best practice and a commitment to enhancing the user experience.**Collaboration & Mentoring:** Work closely with internal teams and external vendors to resolve complex issues. Mentor and guide L1 and L2 staff, fostering knowledge sharing and a culture of service excellence.* Considerable experience in a senior IT support or infrastructure engineering role, ideally within a fast-paced, high-stakes environment such as a trading floor.* Demonstrated success in leading technical projects and delivering results within tight deadlines.* Proven ability to manage and maintain enterprise device management platforms (E.g. Intune, SCCM), including compliance and change management.* Strong track record of resolving escalated technical issues and sharing solutions to uplift team capability.* Experience supporting a diverse user base, including VIPs and business-critical staff, with a focus on customer satisfaction and service excellence.* Good interpersonal skills, with effective communication, active listening, and the ability to build rapport to deliver excellent customer service.* Organised with attention to detail, ensuring accurate documentation, precise record management, and the completion of tasks to a high standard.* Familiarity with ITIL frameworks and their practical application in service delivery.* Advanced expertise in Microsoft Intune, SCCM, Active Directory, and Microsoft 365.* In-depth knowledge of Windows 10/11, endpoint management, and software deployment processes.* Strong scripting skills (e.g., PowerShell) for automation and process improvement.* Experience with network troubleshooting, VPN configuration, and connectivity support in demanding environments.* (Desirable) Experience supporting trading-specific applications (e.g., Bloomberg Terminal, Reuters).* Experience with remote desktop solutions, Citrix, and enterprise mobile device management.* Proficiency with ITSM tools (e.g., ServiceNow, Ivanti) and a strong grasp of ITIL processes (Incident, Problem, Change, Asset Management).* Ability to evaluate, recommend, and implement new features or upgrades to enhance service delivery.* Understanding of compliance, security, and change control requirements in an enterprise IT environment.* Relevant certifications (Endpoint Administrator, Microsoft Azure Administrator, ITIL Foundation, or similar) are desirable.* Exceptional analytical and problem-solving abilities, with a focus on root cause analysis and long- term solutions.* Strong leadership and mentoring skills, supporting the development of junior team members.* Excellent organisational skills, with the ability to manage multiple priorities and projects simultaneously.* Clear and effective communication, both written and verbal, tailored to technical and non-technical audiences.* Commitment to maintaining accurate documentation and sharing knowledge across the team.**Proactive and Self-Motivated:** Shows initiative and ownership in all tasks, with a self-starter mentality and a dedication to resolving issues promptly and effectively.**Customer-Centric:** Committed to enhancing the user experience through technology, ensuring every decision and action improves service quality and satisfaction.**Analytical and Problem-Solving:** Possesses strong analytical skills for root-cause analysis and structured problem resolution, eliminating recurring issues and improving reliability.**Exceptional Communicator:** Demonstrates superb communication skills, with the ability to explain complex technical concepts clearly to non-technical audiences.**Organised and Detail-Oriented:** Maintains accurate documentation and manages tasks with precision, ensuring compliance and consistency across all processes.**Continuous Improvement Mindset**: Passionate about innovation and service enhancement, actively seeking opportunities to improve tools, processes, and user experience.We are committed to equipping our employees with the tools that will enable them to fulfil their job to the highest standard. To that end we offer a wide range of technical and personal development courses both in-house and through third-party providers."It is a fast-paced and dynamic working environment where each day is interesting and challenging. There’s also an incredible pool of talent and skills within EDFT. I’m continuously learning from my colleagues.""There is no ‘typical’ day. I work on a wide range of compensation, benefit and mobility projects throughout the year. One thing’s for sure though, I’ll have my head in a spreadsheet at some point."