Duties and Responsibilities:

• Provide proactive and efficient end-user desk-side support to ensure minimal disruption and downtime, conducting root cause analysis, and service improvements for all incidents and requests, ensuring resolution times are kept to an absolute minimum
• Ensure a professional, timely, and high-quality support provision for user requests, keeping users and tickets consistently updated
• Oversee & participate in the Joiner, Mover & Leaver process, ensuring user onboarding/offboarding is completed accurately and in accordance with Capula’s policies
• Take responsibility for Capula’s EUC (End User Computing) environment through management, configuration, and security of the global estate, comprising physical and cloud workstations, fixed and mobile telephony, unified communications, email, and messaging
• Manage and support the end-user computing estate (hardware/software) throughout its lifecycle. Provide hands-on technical responsibility to deliver a stable, secure, and strategically aligned environment, building and/or deploying enterprise-grade environments, applications, updates, and solutions
• Coordinate and undertake desk moves
• Administer user access and permission changes for both internal and external systems and platforms, ensuring the firm's processes and policies are adhered to
• Write documentation for support, training and procedural purposes
• Accurately and consistently follow company and team policies, procedures and standards
• Ensure the Head of EUC is informed of all relevant issues, concerns or incidents (including near-misses) and any breaches of policy
• Actively participate in Business Continuity planning and testing
• Uphold the firm’s cybersecurity standards and best practices
• Provide guidance and training to end-users

Requirements

• Minimum of three years’ experience supporting end users within financial services
• Strong understanding & demonstrable experience of supporting the end user computing environment
• Experience of working in a fast-paced pressurised environment
• Experience of delivering projects and initiatives aligned with technical & business demands through to success
• Handling escalations effectively and providing feedback to the wider team
• Experience of working in a service desk/ticket-based environment, resolving problems using problem resolution and escalation procedures leveraging diagnostic and incident tracking tools

• Experience working in a fast-paced service desk environment, ability to take ownership of day-to-day BAU of support tickets, effectively prioritising and triaging
• Experience supporting hardware and software for all end-user computing needs within a trading floor/financial services environment
• Working knowledge of the M365 environment (Intune, Exchange Online, Purview), within a fully cloud and/or hybrid environment
• Knowledge of supporting infrastructure resources such as, Active Directory, Exchange, File Services, DHCP, and DNS
• Knowledge and understanding of supporting both fixed-line and mobile device solutions
• Experience in maintaining and troubleshooting HP desktop PCs and iOS devices

Education and Qualifications

• Degree with a 2.1 or higher in Computer Science or relevant professional certifications

Benefits

Capula is committed to helping all employees flourish in their roles by supporting your professional development and offering exposure to challenges that you may not encounter in a larger organisation.

We will provide:

• A competitive salary and bonus scheme with annual reviews
• 25 days' paid annual leave
• Excellent staff development and training opportunities
• Free breakfast, lunch, and dinner in our employee restaurant
• Medical insurance and other benefits