IT Trade Desk Support Analyst, Information Technology

Position Description

This is a 12-month contractual (potentially extendable) position for a period of maternity leave coverage. As an IT Support Analyst, you will serve as the primary point of contact for internal end users, providing expert guidance and hands-on support to ensure seamless daily business operations. This role is vital in our high-availability trading environment, requiring an on-site presence to maintain optimal system support. You will collaborate closely with local and global IT teams, delivering exceptional support, executing projects on time, and improving end-user satisfaction. We're seeking a motivated, energetic professional eager to develop both technical and soft skills in a challenging and dynamic environment.

Key Areas of Responsibilities

• End-User Support & Troubleshooting: Provide first and second-level support for desktop hardware/software, mobile devices, video conferencing (Zoom/MS Teams), IP phones, and peripheral devices to Sydney and remote sites.
• Incident & Issue Management: Act as Incident Manager for outages, ensuring timely escalation and continuous communication with stakeholders.
• System & Infrastructure Maintenance: Maintain, troubleshoot, and support Windows 10/11 OS, Office 365 applications, and internally developed or vendor applications (e.g., Bloomberg, IRESS, Refinitiv).
• Project Collaboration: Assist with global initiatives such as Windows 11 rollout, hardware refreshes, and other infrastructure upgrades.
• Operational Support: Manage daily IT activities including backups, patch deployments, virus definitions updates, security compliance, and infrastructure documentation.
• Vendor & Asset Management: Liaise with vendors for support and warranty issues, manage/maintain asset inventory records, and documentation.
• Security & Compliance: Ensure adherence to security standards in all end-user computing activities.
• Application Support: Support trading systems, market data platforms, and CRM tools, liaising with engineering and application support teams.
• User Lifecycle Management: Coordinate onboarding/offboarding processes, access rights, and user account management.
• Data Centre & Network Support: Assist with rack/stack of data centre equipment.
• Conference & AV Support: Provide support for conference rooms, AV setups, and remote meetings.
• Documentation & Reporting: Maintain accurate documentation for systems, procedures, and scheduled maintenance.
• Global Initiatives & Collaboration: Participate in cross-functional projects within ITand other business departments to support strategic objectives.

Requirements

• Minimum 5 years' experience supporting IT in a financial services environment.
• Strong background in desktop support, enterprise IT systems, and network infrastructure.
• Proficiency with Windows 10/11, Office 365, Active Directory, VDI solutions, and common enterprise hardware (HP desktops, laptops, Cisco VoIP phones, printers, etc.).
• Experience with end-user support in high-volume, fast-paced trading environments.
• Knowledge of data centre operations, change management, and hierarchical financial systems infrastructure.
• Ability to troubleshoot effectively and deliver solutions efficiently under pressure.
• Strong communication skills, with the ability to convey technical information to non-technical stakeholders.
• Demonstrated problem-solving and analytical skills; ability to work independently or within a team.
• Relevant IT certifications or qualifications (e.g., CompTIA, MS certifications, Cisco, etc.).
• Familiarity with trading technologies, market data platforms (Bloomberg, IRESS, Refinitiv) is highly desired.
• Excellent interpersonal and presentation skills.
• Flexibility to adapt to shifting priorities and work outside regular hours/weekends as needed.
• Willingness to travel locally for onsite support and project deployments.
• Enthusiastic learner with a proactive attitude towards technology and process improvements.