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Job Information
Job title

Desktop Support Analyst

Company Harvey Nash Plc
Wage Not specified
Location United States, California, La Palma
Employment type Full Time
Education Not Specified
Year Experience 1 - 2 Years of Practical Experience
Travel None
Published on 8/3/2006
Description
Desktop Support Analyst

Because leading businesses large and small trust Harvey Nash to deliver skilled, dedicated IT professionals, you can trust Harvey Nash to offer sought-after, worthwhile career opportunities. We are currently seeking to fill a Desktop Support Analyst position for our client in LaPalma, CA We invite you to review the position requirements below and apply today if your skills match our need.

Location: LaPalma, CA
Salary: $45,000 - $65,000
Type: Perm

The Desktop Support Analyst will provide desk side support to all day-to-day activities involving all Trading Services including traders and trading support. The Desktop Support Analysts will not only be responsible for resolving incidents involving hardware, IP telephony, mobile devices, and trader video equipment but will also be responsible for front office trading applications.

The Desktop Support Analyst will be required to provide desktop support activities including:
- Desktop support, including trading floor support
- Market Data support
- Trader Voice support
- Telephony (voice over IP) support
- Desktop project management, including Workplace Recovery

As this is a highly outward facing role working relationships are required with a wide range of stakeholders. In addition, the role will require working closely with the existing team of other Desktop Support analysts, Service Operations analysts, near shore and off-shore service providers. Team members will be a combination of internal staff and off-shored or outsourced staff. ITIL processes are widely used across the team. This role may require high visibility on the trade floor through suitably branded apparel or other means.

Responsibilities:
- Provide day-to-day desktop support for trader services, including highly visible on-floor support
- Provide support relating to trader services, market data feeds, and trader voice technology.
- Provide support to the Desktop Support Team Lead by providing cover as required
- Provide quality updates into Remedy work logs for help desk tickets and service requests for all incidents
- Escalate Major Incidents
- Monitor outstanding incidents against SLAs
- Follow ITIL processes and procedures and contribute to team efficiency gains
- Act as interface to various third party suppliers providing market data feeds and other trader desktop applications.
- Keep abreast of changes and projects, and provide coverage support for other team members
- Interact with Problem Manager to assist with root cause actions.
- Participate in testing new applications affecting trader services.
- Communicate effectively with key business users regarding day-to-day support.
- Ensure that standard GRS&T global processes are followed, e.g. Problem Management, Incident Management, Release Management, Change Management and Configuration Management.
- Ensure that global Service Operations support standards are adhered to, e.g. documentation management, technical standards.
- Create and maintain a climate of continuous improvement, proactively identifying opportunities for service improvements and internal efficiencies.
- Ensure Business Resumption Facility (BRF) trading environment maintains updated hardware and software in case of Disaster recovery.
- Follow ITIL processes and procedures

Experience:
- Experience of supporting a wide-range of technologies including: Market Data Feeds (NYMEX, PAWS, Active8, Telerate, Reuters), Windows XP Professional, Remedy, Windows Networking, a range of computing platforms, (desktops, laptops, tablets, PDAs and mobile phones)
- ITIL Foundation qualified
- Strong communication skills, i.e. very customer-focused, articulate and methodical
- Comparable 1st Line trader application support skills
- Establishes high but realistic standards of performance for themselves and others; takes accountability for and is motivated by delivery of quality services
- Puts ongoing methods and processes into practice to improve service levels
- Technical experience of state of the art Trader Voice technology, ITS.Netrix plus Cisco IP Telephony, is preferred
- Bachelor degree preferred.

About Harvey Nash:
- Gl

Experience/Skills
See above

Other desired skills:
Desktop Support Analyst
This job has expired.