Daiwa Capital Markets - Job Specification: Desktop Support Analyst Corporate Title: Analyst Reports to: Service Delivery Team Lead Location: On-premises (Weekly shift rotation covering core business hours: 6:30 am – 6:00 pm, Monday – Friday) Working Pattern: Full-time (hybrid working currently unavailable) Contract Type: Permanent

Overview of the Role The Desktop Support Analyst will be responsible for delivering comprehensive technical support to end-users through in-person, telephone, and remote channels. The role focuses on ensuring the stability, performance, and security of desktop and virtual desktop infrastructure across the organisation. The successful candidate will act as a key contact point for technical issues, providing expert troubleshooting, maintenance, and support across a wide range of systems and applications.

Key Responsibilities ● Diagnose and resolve hardware, software, and network issues across Virtual

Desktop Infrastructure (VDI), laptops, printers, and other peripherals, utilising event logs and monitoring tools where appropriate.

● Install, configure, and maintain operating systems (Windows 11, Office 365) and associated productivity suites, applications, and security software.

● Deploy and manage software updates and patches using tools such as Microsoft System Centre Configuration Manager (SCCM).

● Provide remote user support through TeamViewer, Remote Desktop, and similar remote-access tools.

● Support communication and collaboration platforms including Microsoft Teams, Exchange Email, and mobile devices.

● Collaborate with other IT teams to resolve escalated issues and implement long-term solutions.

● Investigate and troubleshoot vulnerabilities to maintain a robust security posture.

● Create and maintain technical documentation, knowledge-base articles, and user guides to improve team efficiency.

● Mentor junior support staff, providing guidance on complex technical issues.

● Participate in IT project delivery, including system upgrades, migrations, and deployments.

● Set up and support audiovisual (AV) equipment for meetings across all business levels.

● Provide overnight support (6 pm – 7 am) on a rotational basis every three weeks.

Skills and Experience ● Extensive experience providing desktop support in a corporate IT environment.

● Strong knowledge of desktop operating systems, hardware, and software including

Windows 11, Microsoft Office Suite, Active Directory, Citrix, VDI, and Exchange.

● Experience with endpoint security tools, antivirus, and firewall solutions.

● Proficiency in software deployment tools such as Microsoft SCCM.

● Excellent troubleshooting, analytical, and problem-solving skills.

● Ability to perform effectively under pressure and prioritise workloads in a fast-paced environment.

● Flexible and willing to work outside standard hours when required to meet operational or project deadlines.

● Strong communication and interpersonal skills with the ability to engage confidently with users at all levels.

Qualifications

● Relevant IT certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent are advantageous.

Data Protection and Compliance The role holder may handle or process personal data, including sensitive information relating to staff or clients. They are expected to maintain an awareness of DCME’s GDPR obligations and ensure all data processing activities comply with internal data-protection policies and standards. Line managers must also ensure their team members are fully aware of, and compliant with, these policies.