Desktop Support Analyst, Gas Trading, US

Responsibilities Position Description This role forms part of JERA's growing North American Gas Trading business, which is expected to transition onto JERAGM's trading platform. This business is wholly owned by JERA Co., Inc. and will focus on US natural gas trading, optimisation and market development across North America. Successful candidates will join during the build-out phase ahead of the business's planned operational launch. 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 cloud and 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 and a diverse global user base, including on-site and remote employees. 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. Qualifications Key Qualifications and Experience Essential: Minimum 5 years of 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 and Windows 11 environment. Experience with device provisioning and application delivery 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, VDI, Mobile Device Management, Video Conferencing, and Trader Telephony. 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., Entra ID, RBAC etc). 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. Domain knowledge of energy physical and financial commodities and derivatives. Experience supporting users in a cloud-first environment, with practical knowledge of Microsoft Azure services. Experience with cloud-focussed logging and monitoring tools (e.g., Grafana, Azure Monitor, Application Insights and Log Analytics etc.). DevOps knowledge would be an advantage. Experience with any of the following platforms/systems: Eka ETRM, Trayport Joule, WebICE, CME Direct, SunSystems/Q&A, Zema, NatGasHub, Databricks, Cloud9, Topaz, Cubelogic, Bloomberg and Reuters. Person Specification Strong academic background, educated to degree level and/or equivalent professional qualification or relevant business experience. Excellent communication and interpersonal skills. Must be able to organise and articulate technical information clearly and concisely. Committed to continuous improvement. Sensitive to a variety of cultures. Highly motivated to deliver results and ‘go the extra mile' to meet deadlines. Structured, systematic, and analytical in approach with a problem-solving mentality. Customer focussed, and goal orientated with keen attention to detail. Adept at working with challenging users in a fast-paced trading floor environment. Self-starter willing to take responsibility for problems and be pro-active in their resolution. Willingness to research and learn new technologies and techniques as required. Open to new ideas and change initiatives, with an ability to modify the current approach in the face of new demands. Role Opportunity This role offers an excellent opportunity to further develop skills and responsibility within a growing and successful commodity trading business.