Desktop Support Analyst

Wolviston Management Services are proud to be supporting our client in the recruitment of a Desktop Support Analyst on a 12-month fixed-term contract, with the potential for extension.

Job Overview
The Commercial Desktop Support Analyst provides business-critical desktop support for Commercial traders, schedulers, and operations teams who rely on stable workstations, trading applications, market data tools, collaboration platforms, and secure network connectivity. This role resolves desktop, software, hardware, access, performance, and connectivity issues that can directly impact trading, scheduling, and real-time business execution.
 
The position operates in a 24x7 follow-the-sun support model with Houston, London, and Singapore desktop teams to ensure continuous coverage, timely handoffs, and minimal service disruption. The successful candidate brings strong troubleshooting discipline, clear communication, and the ability to support demanding front-office users with urgency and professionalism.

Key Responsibilities

Trade desktop support: Provide Tier II/III support for traders, schedulers, and Commercial users across desktops, laptops, virtual desktops, peripherals, Microsoft 365, collaboration tools, market data tools, and core business applications.
Service restoration: Troubleshoot and resolve high-impact workstation, application, printing, audio/video, authentication, network, and connectivity issues affecting trading or scheduling activity.
Global coverage: Participate in 24x7 on-call, shift-based, and follow-the-sun support with Houston, London, and Singapore teams, ensuring clear handoffs and timely escalation.
Incident ownership: Manage incidents, service requests, and escalations through closure while coordinating with infrastructure, network, security, application, and vendor teams.
Endpoint lifecycle support: Support workstation builds, operating system upgrades, software deployment, image management, patching, endpoint security, encryption, and hardware refresh activities.
Continuous improvement: Identify recurring issues, document fixes, improve knowledge articles, automate repeatable tasks where practical, and contribute to service stability.
Security and compliance: Follow change, access, cyber, data protection, endpoint security, and audit requirements while maintaining a secure desktop environment. Required Skills and Experience

5+ years of desktop, endpoint, or technical support experience in a Windows enterprise environment.
Strong troubleshooting experiences across Windows 10/11, Microsoft 365, Teams, Outlook, browsers, printers, peripherals, and enterprise productivity tools.
Experience supporting trading, scheduling, logistics, energy, financial services, or other time-sensitive business environments.
Working knowledge of Active Directory, Group Policy, DNS, DHCP, TCP/IP, VPN, wireless, authentication, endpoint security, and remote support tools.
Experience with desktop deployment, imaging, software packaging, patching, endpoint encryption, antivirus/endpoint protection, and privileged access tools.
Ability to diagnose workstation, application, performance, login, network, and connectivity issues using structured troubleshooting methods.
Experience managing incidents, service requests, escalations, and documentation through ITSM tools.
Strong written and verbal communication skills with the ability to coordinate across business users and global technical teams.
Ability to work independently, prioritize competing issues, and remain composed in high-pressure trade floor or front-office support situations.
Willingness to support 24x7 on-call, shift rotation, weekend coverage, and global handoff needs. Preferred Qualifications

Bachelor's degree in computer science, Information Technology, Management Information Systems, Engineering, or equivalent practical experience.
Experience supporting Commercial, ETRM/CTRM, commodity trading, scheduling, logistics, market data, or risk management platforms.
Experience with endpoint management tools such as Microsoft Intune, SCCM/MECM, MDT, Defender, Beyond Trust/Avecto, McAfee, or similar technologies.
Scripting experience with PowerShell, Python, VBScript, SQL, or similar tools to automate diagnostics, reporting, or remediation tasks.
Understanding of ITIL practices, change management, incident management, problem management, knowledge management, and service level expectations.
Experience creating support procedures, escalation guides, operational runbooks, and knowledge articles. Success Profile
The ideal candidate is a technically strong, customer-focused desktop support professional who understands the urgency of Commercial trading and scheduling operations. They take ownership, communicate clearly, resolve issues quickly, and work effectively across regional and global teams to keep critical Commercial users productive around the clock