Desktop Support

Role Summary

This contract opportunity is for an on-site deskside support professional in Toronto, Ontario, serving users in an investment and trading environment. The position covers both L1 and L2 support and is centered on keeping end-user technology, trading-floor systems, and business-critical applications available with minimal interruption.

Service Delivery and Field Support

• Offer dedicated hands-on desktop support to front-office staff, including portfolio managers, traders, research analysts, and sales teams.
• Provide support during market hours so that portfolio decisions and trade execution are not delayed.
• Respond to urgent incidents tied to market activity and time-sensitive business cycles.
• Own issues from start to finish and work toward quick resolution in demanding, revenue-sensitive situations.
• Work closely with cross-functional IT teams to resolve priority incidents.
• Assist back-office users and support onboarding for new joiners.

VIP and Front-Office Assistance

• Deliver high-touch support to senior stakeholders such as portfolio managers and fund managers.
• Give priority to issues affecting market data feeds, order execution, and pricing platforms.

ITSM and Process Management

• Log and manage incidents and service requests through tools such as ServiceNow or Jira while meeting strict SLA commitments.
• Record tickets accurately, including correct categorization for areas such as market data, trading, and access.
• Work within ITIL-based processes and prioritize incidents based on the impact to the investment business.

End-User Technology and Trading Floor Support

• Install, set up, and troubleshoot Windows laptops used in trading and portfolio management settings.
• Support multi-monitor workstation setups.
• Maintain trading turrets, dealer boards, voice systems, and communication/collaboration tools.
• Handle mobile devices and secure endpoints used for remote access to portfolio systems.
• Support VDI, Citrix, or terminal-based environments used to reach investment platforms securely.

Investment Applications and Market Data

• Provide basic L1 support for investment tools such as Bloomberg, Refinitiv, FactSet, Aladdin, or comparable platforms.
• Support Order Management Systems and Execution Management Systems.
• Assist users of Microsoft 365 and other collaboration tools used for research and reporting.

Stakeholder Communication

• Communicate clearly with front-office and other end users while staying calm in high-pressure situations.
• Share live updates when critical incidents affect trading or portfolio operations.
• Build effective working relationships with investment and operations teams.
• Contribute to strong user satisfaction through prompt and proactive support.

Continuous Improvement and Efficiency

• Look for ways to reduce repeat issues affecting market data, trading, or reporting systems.
• Help improve first-contact resolution for front-office support requests.
• Keep knowledge articles updated and contribute to the knowledge base.
• Support process improvements aligned with asset management workflows.

AI-Enabled Support

• Use AI-based tools for ticket triage, knowledge suggestions, and guided troubleshooting.
• Use AI-driven dispatch solutions to optimize technician allocation.
• Support automation for asset tracking and service reporting.
• Help drive adoption of AI-powered deskside support tools to improve the user experience.

Employment Terms

This is a contract role based onsite in Toronto, Ontario, Canada.

The pay rate mentioned for this role is CAD 20 per hour on W2.