Service Desk Engineer

About the role

The Service Desk Engineer will be the first point of contact for internal customers, handling calls and emails related to IT issues. The role supports both general workspace technologies and specialised Financial Markets systems in a fast‑paced dealing‑room environment.

Key responsibilities

• Provide 1st‑level support for desktops, laptops, email, telephony, mobile devices and video‑conferencing tools.
• Support in‑house and external applications, including Bloomberg, Reuters, Calypso, Murex and DCPK.
• Log, investigate and resolve incidents using ServiceNow (SNOW) following the ITIL framework, escalating to 2nd/3rd line when needed.
• Coordinate technical support with external vendors, Group Technology and regional counterparts.
• Maintain the Service Desk Knowledge Base and keep documentation up to date.
• Participate in training before system launches and deliver project‑related service improvements.
• Act as backup support for Financial Markets IT issues and provide market‑data support (Bloomberg, Reuters) and IPC Turret assistance.

Required profile

• Experience working in a dynamic, fast‑paced dealing‑room or trading‑floor environment.
• Strong analytical and problem‑solving abilities to identify root causes.
• Ability to manage demanding stakeholder expectations and coordinate with multiple teams.

Required skills

• Windows desktop environment
• ServiceNow (SNOW)
• ITIL framework
• Bloomberg and Reuters market‑data platforms
• Calypso, Murex, DCPK applications
• Video‑conferencing and telephony systems
• IPC Turret support