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Service Desk Associate

London

About Davidson Kempner 

Davidson Kempner Capital Management LP is a global investment management firm. Founded in 1983, Davidson Kempner is headquartered in New York and has offices in Philadelphia, London, Dublin, Hong Kong, Shenzhen and Mumbai. Our Firm invests globally and opportunistically across the capital structure, in a variety of credit and equity strategies as well as real assets. We apply our multi-dimensional, research-driven investment process to evaluate and execute a diverse range of transactions across asset classes, geographies and market cycles. We target complex, global situations where our experience and expertise can unlock value.  

We bring together exceptional people from different disciplines and backgrounds who are energized by the challenges of navigating complexity. We look for people who demonstrate exceptional critical thinking skills, innate curiosity, creativity and embrace diverse viewpoints to calibrate their decisions. These differentiators make our people successful beyond a specific job at Davidson Kempner – but throughout their journey with us over many years. 

The Role

We are looking for passionate and creative Senior Technology Support Analyst who is eager to support and maintain the Firm’s global technology stack with a strong focus on ways to continually improve the end user experience. You will be part of a small, agile, and highly skilled team of technologists who are supporting industry leading technology at a fast-paced Financial Services organization. We’re curious, proactive, and have a bias for action.

As a Senior Technology Support Analyst, you will be an integral member of the Global Service Desk, charged with assisting technology rollouts, conducting user training sessions, and enhancing user experience initiatives. This pivotal role entails providing Tier 1 and Tier 2 support for the Firm's technology across multiple platforms, including in-person assistance, email correspondence, phone calls, instant messaging, and the Service Desk ticketing system. Additionally, you will be responsible for diagnosing and resolving technical issues, escalating unresolved matters when necessary, and documenting new or previously unrecorded solutions within the Knowledge Database.

Our Senior Technology Support Analyst will be expected to provide white glove support to senior executives which may include occasional support in their homes respectively.  In addition, you will be responsible for mentoring and guiding our London and Dublin-based Support Analysts on a daily basis. 

To be a contributing member of our team, you will need to have an independent mindset and enjoy working in a collaborative environment. You will need to stay informed about current and emerging technologies and serve as a technology advocate within the organization. Additionally, you must ensure compliance with security and policy standards in the end-user IT environment.

Our most competitive candidates will have:

  • Bachelor’s degree in computer science, Information Technology, or computer related discipline
  • 4+ years in IT support (minimum 2 years of experience working in financial services)
  • Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience, including Partners and Executives
  • Experience mentoring junior staff
  • Ability to meet deadlines and handle stress in high-pressure situations.
  • Proactive, self-motivated, and able to work independently or collaboratively
  • Strong sense of discretion and confidentiality
  • Proven ability to communicate technical concepts effectively to diverse audiences, including senior executives and Partners.
  • In depth knowledge of:
    • Microsoft operating platforms - Windows 10 and M365
    • Active Directory
    • Advanced threat protection
    • Citrix XenDesktop/XenApp or similar virtualization platform
    • PC and mobile hardware
    • Video and audio-conferencing platforms
    • Financial Services applications
    • Market Data applications
  • Working knowledge of:
    • Networks and monitoring tools
    • Intune Company Portal
    • Group Policy administration, PowerShell scripting
    • Image and configuration management
    • Mac OSx and iOSx
    • Information Security initiatives
    • Password Management tools

As an analyst, you would need to be comfortable with the following tech stack:

  • Microsoft Platforms: Windows 10, Microsoft 365.
  • Active Directory and Azure Active Directory.
  • Networking: DHCP, DNS.
  • Security: Advanced Threat Protection.
  • Virtualization: Citrix Director/ Citrix XenDesktop/XenApp/XenServer or similar.
  • PC and mobile hardware support.
  • Video and audio-conferencing platforms.
  • Financial services and market data applications.

In addition, the ideal candidate will also have experience with the following:

  • Experience with Productivity Tools (OneNote, MS Planner)
  • Experience with Advanced Microsoft Office Capabilities: Excel (VLookUp, Pivot tables, Charts and Graphs, Formulas) and Power Point (presentation design)

 

Candidate Profile

Delivers

  • Delivers Results: Delivers consistent, accurate, organized and client-ready work on time; juggles multiple projects effectively
  • Demonstrates Expertise: Learns quickly and demonstrates proficiency; has strong propensity to learn and grow in the subject area
  • Innovates: Shows strong analytical reasoning and curiosity; is thoughtful in consistently generating ideas and making improvements; has a solution mindset when faced with problems

Connects

  • Builds Relationships: Is a team player and works well with others both internally and externally; is inclusive and respectful of others' inputs and opinions; develops professional relationships within and outside the Firm
  • Engages Clients / Stakeholders Proactively: Demonstrates an understanding of client / stakeholder's needs and delivers appropriate solutions that align with the department's priorities; applies industry / market and job specific knowledge to meet those needs
  • Communicates Effectively: Is an effective, organized and clear communicator in both written and verbal format; presents information simply, including complex and technical content

Leads

  • Leads by Example with Team Mentality: Is self-motivated and dependable; shows strong professionalism and has a positive attitude; is respectful and supportive of others and celebrates their achievements; actively works on development
  • Exemplifies Culture: Embodies the Firm's business principles and core values by actively fostering and contributing to collaboration, engaging with respect and fostering inclusion; enhances the culture of the firm by actively supporting others; contributes to teams or firmwide initiatives
  • Engages with Feedback: Asks for and offers honest and constructive feedback, demonstrates an openness to feedback, and willingness to learn and look for opportunity to further develop

 

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Diversity Questionnaire

Below is one optional self-identification diversity question for applicants. We ask applicants to complete this questionnaire on a voluntary basis, to assist with our diversity and inclusion monitoring.  The decision not to complete this questionnaire will have no bearing on the recruitment process. Davidson Kempner receives only anonymized and unattributed reporting in respect of questionnaire responses by applicants – we will not receive your individual responses. For the avoidance of doubt, there is only one question for Ex-US roles.

Davidson Kempner is an equal opportunity employer that is committed to a diverse, inclusive, and harassment-free workplace. We prohibit discrimination and harassment based on race, color, religion, citizenship, national origin, ethnicity, age, sex, pregnancy, sexual and reproductive health decisions, gender (including gender nonconformity, status as a transgender individual, gender identity or expression), familial status, caregiver status, marital status, sexual orientation, predisposing genetic characteristics, actual or perceived domestic violence victim status, military service, unemployment status, physical or mental disability or any other legally protected status in all hiring and employment decisions. We provide reasonable accommodations to employees and applicants with disabilities and for sincerely held religious beliefs, observances and practices.  

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