Desktop Support Analyst, UK

About the Company

JERA Global Markets (JERAGM) is a leading utility-backed seaborne energy trader specialising in LNG, coal and freight with a platform to trade across all key markets worldwide. JERAGM is a joint venture between majority shareholder JERA Inc. (JERA) and EDF Trading.

JERAGM operates one of the largest seaborne energy portfolios in the world which gives the Company an in-depth understanding of the way local, regional and international energy markets behave. These insights enable the Company to help customers increase security of supply, optimise their portfolios and improve the risk management of their assets.

The commercial hub of the Company is in Singapore, with offices located in Japan (Tokyo), the UK (London) and the US (Baltimore).

Position Description

The successful candidate will be working within the IT Operations realm across all areas of the trading business (front, middle and back-office) to provide desktop and end-user support. This role offers a unique opportunity to be a part of a global and rapidly evolving IT department that is driving the company’s digital transformation agenda. The ideal profile of this position calls for a flexible and well-rounded individual with broad desktop and end-user support experience - someone who is self-motivated, detail oriented, collaborative, and has both strong customer relationship management skills and a problem-solving nature.

Key Role Responsibilities

• Provide day-to-day operational support for the end-user-computing estate.
• Take ownership, and be a central point of contact, for any desktop support issues reported by users, ensuring professional and regular communication is provided.
• Diagnose and resolve system issues across a range of both internally developed and vendor supplied applications in support of the trading business.
• Follow-up on fixes for escalated issues.
• Facilitate on-boarding and off-boarding for starters, movers, and leavers.
• Define and implement team processes to handle all support activities including the provision of up-to-date documentation in Confluence.
• Effectively record and monitor progress of all incidents and service requests raised into Jira, providing timely feedback to the business and stakeholders as required.
• Maintain a comprehensive working knowledge of systems to troubleshoot a wide variety of technology issues.
• Collaborate with relevant teams to plan, test, and deliver on-going enhancements.
• Contribute to the development and improvement of processes and technology standards across the desktop infrastructure and security domains.
• Operate within a change-controlled environment and ensure that deployments are conducted in accordance with relevant release procedures.
• Proactively monitor the estate for availability, capacity, and performance.
• Participate in a wide variety of global projects, improvements, and controls activities to enable growth in business footprint, innovation, and digital transformation.
• Share knowledge and expertise with others, coaching and mentoring peers as required.
• Occasional work outside of normal business hours may be required at times, for major incidents and/or planned maintenance.

Essential:

• Relevant work experience delivering desktop and end-user support within a complex trading environment, involving multiple stakeholders and third-party vendors.
• Demonstrable knowledge of networking, infrastructure, and applications from a desktop support perspective.
• Experience diagnosing and remediating system issues in a Windows Server 2016/2019 and Windows 10 environment.
• Experience with device provisioning using SCCM and/or InTune.
• Experience of working with and troubleshooting issues related to any of the following: Active Directory, Group Policy Management, Security/Anti-Virus, Networking, Microsoft Office, Email/Exchange, Citrix, Mobile Device Management and Telephony/VoIP (preferably Cisco).
• Knowledge of ITIL framework, certification an advantage.
• Experience with managing desk moves.
• Experience using ITSM tools (Jira, ServiceNow, Remedy etc.)
• Experience administering Microsoft Office 365.

Desirable:

• Experience administering Microsoft Azure (e.g., Azure AD/RBAC).
• Knowledge of a scripting language (e.g., PowerShell or Python).
• Familiarity with the Atlassian product suite (e.g., Jira and Confluence etc).
• Experience with software-defined networking and security controls (SD-WAN/SASE).
• Experience with desktop-as-a-service and modern management (especially with Azure Virtual Desktop, Microsoft Defender, and Microsoft Endpoint Manager).
• Relevant Microsoft 365 and Azure certification(s).
• Experience managing small projects/changes.
• Experience with agile delivery methodologies (e.g., SCRUM or Kanban).
• Domain knowledge of energy physical and financial commodities and derivatives.
• Experience with cloud-focussed logging and monitoring tools (preferably using Azure Monitor with Application Insights and Log Analytics).Experience with any of the following platforms/systems: Allegro Horizon ETRM, Trayport Global Vision/Joule, Updata, FXAll, WebICE, SunSystems/Q&A, Softmar, Veson IMOS, FEA (Allegro Analytics), Zema, Cubelogic, Bloomberg and Reuters.

This is a remote position and will require shift work to cover the US market. You may be required to travel to the office on occassion for training.