Desktop Support Analyst

Client: Global Hedge Fund

Hybrid: 4 days per week in office / 1 day per week WFH

Overview:

We are seeking a Desktop Support Analyst to provide exceptional technical support to a global community of 500+ users in a Windows-based environment. The successful candidate will offer both onsite and remote assistance, troubleshooting workstation applications, access control policies, remote access tools, and hardware issues.

Key Responsibilities

• Provide 24x5 onsite and remote support to global users as required by the business.
• Participate in on-call weekend support on a rotational basis.
• Manage raised requests and incidents promptly, following internal runbooks, knowledge bases, and incident management processes.
• Collaborate with Level 2 and Level 3 internal/external teams and vendors to resolve complex issues.
• Monitor and manage alerts to proactively address failures, degraded services, and service outages.
• Automate common tasks to improve efficiency and productivity.
• Partner with cross-functional teams to develop and implement strategic solutions.
• Perform other duties and responsibilities as required.

Required Qualifications

• Strong knowledge and experience supporting:
• Windows 10, Windows Server 2012+, and Microsoft Office Suite (Outlook, O365, Azure, OneDrive, DLP, SharePoint).
• Active Directory, Group Policy, remote access solutions, and software deployment tools.
• Desktop hardware installation, troubleshooting, and management.
• Demonstrated commitment to customer service excellence.
• Ability to work independently, follow up proactively on open issues, and manage multiple priorities in a dynamic environment.
• Strong analytical, problem-solving, and communication skills (both verbal and written).
• Excellent collaboration and teamwork capabilities.
• Detail-oriented, self-motivated, and driven to meet deadlines.
• Demonstrated interest in learning new and emerging technologies.
• Degree in Computer Science, Engineering, or related field (or equivalent practical experience).