Senior IT Service Specialist

Purpose of the Job

The Senior IT Service Specialist is a crucial frontline role responsible for providing high-quality technical assistance within a fast-paced investment environment. The successful candidate will be responsible for providing unparalleled, real-time technology support to traders, portfolio managers,  and senior management. This role demands an individual with exceptional technical acumen, maintaining composure under pressure, and a deep understanding of the front-office ecosystem. 

Responsibilities

• Serve as the primary technology point of contact for the trading and investment desks, providing timely and expert-level support for incidents and service requests that impact business operations.
• Provide comprehensive support for investment and front-office tools, including Bloomberg Terminal, Enfusion investment management platform, FactSet, and related market data services.
• Provide technical support during trading hours and respond with urgency to issues affecting traders, portfolio managers, and senior management.
• Troubleshoot and resolve complex issues across desktop, applications, Microsoft 365, advanced Excel usage, network connectivity, video conferencing, and market data infrastructure.
• Manage the incident and request lifecycle using the IT Service Management (ITSM) tool, ensuring tickets are properly logged, updated, documented, and resolved within agreed SLAs.
• Maintain accurate IT asset records for user devices and coordinate replacement, repair, return, and disposal activities as required.
• Support IT procurement activities for users, including gathering requirements, preparing purchase requests, coordinating quotations, tracking order status, and following up with vendors, procurement, and finance teams.
• Coordinate with vendors and service providers for system upgrades, maintenance, repairs, and issue resolution.
• Participate in IT projects, including system upgrades, office moves, new technology rollouts, and service improvement initiatives.
• Monitor system health, perform routine checks, and ensure compliance with company IT policies and security standards.
• Support the adoption of AI-enabled IT service tools, such as Microsoft 365 Copilot, chatbot/self-service support, and knowledge base automation, to improve user experience and reduce repetitive support requests.
• Identify opportunities to use AI and automation to streamline ticket handling, reporting, user guidance, and operational workflows while following company IT security and data protection policies.
• Provide guidance and training to users on IT best practices, policies, systems, and software usage.
• Provide remote IT support for Europe users when required, including occasional non-office-hours support for critical business activities, major incidents, planned changes, or urgent user needs.
• Perform ad-hoc duties as assigned.

Requirements

•    Bachelor’s degree or High Diploma in Information Technology, Computer Science, or a related field is preferred.  
•    Minimum of 6-8 years’ experience in IT support, including at least 3 years within the financial services industry, a fund house, or a trading environment.  More senior candidates are also welcome to apply.
•    Hands-on experience supporting Bloomberg Terminal, Enfusion investment management platform, and FactSet is a must.
•    Solid understanding of core IT infrastructure, including Active Directory, TCP/IP networking, DNS, and DHCP.
•    Proven experience supporting Microsoft 365 in a corporate domain environment.
•    Familiarity with mobile device management solutions, such as Microsoft Intune.
•    Familiarity with AI-enabled workplace tools, such as Claude Cowork, Microsoft 365 Copilot, IT support chatbots, self-service knowledge platforms, or workflow automation tools, is preferred.
•    Strong troubleshooting, analytical, and problem-solving skills, with the ability to perform effectively under pressure.
•    Strong customer service mindset and excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
•    Ability to work independently, prioritize tasks, and respond quickly in a fast-paced, global business environment.
•    Awareness of responsible AI usage, data privacy, and information security principles when using AI tools in a corporate environment.
•    Willingness to occasionally work outside standard office hours to support Europe users or urgent business needs.
•    Good command of written and spoken English is a must.
•    Relevant IT certifications are a plus, such as ITIL, Microsoft Certified Professional, or CCNA.