Desktop Support Analyst, Gas Trading

JERA Global Markets Pte. Ltd. is expanding its North American Gas Trading business and building the IT Operations capability to support a new phase of growth. This Desktop Support Analyst role supports end-user computing across a global trading environment, with coverage for front-, middle-, and back-office users as the business transitions onto JERAGM’s trading platform.

You will help establish reliable day-to-day support processes during the build-out period ahead of the planned operational launch, ensuring incidents and service requests are handled promptly, desktop environments remain secure and performant, and new users can be onboarded while leavers are off-boarded with minimal disruption.

Key responsibilities

• Deliver day-to-day operational support for the end-user-computing estate for a diverse global user base, supporting both on-site and remote employees.
• Own desktop support issues reported by users and act as a central point of contact, providing professional and regular communication throughout resolution.
• Diagnose and resolve system issues affecting internally developed and vendor-supplied applications used by the trading business.
• Follow up on fixes for escalated issues to confirm outcomes and resolution progress.
• Support onboarding and offboarding for starters, movers, and leavers.
• Define and implement team processes for support activities, including keeping documentation up to date in Confluence.
• Record and monitor incidents and service requests in Jira, providing timely updates to the business and stakeholders as needed.
• Maintain strong working knowledge of systems to troubleshoot a wide range of technology issues.
• Collaborate with relevant teams to plan, test, and deliver ongoing enhancements.
• Contribute to improving processes and technology standards across desktop infrastructure and security.
• Operate within a change-controlled environment and ensure deployments follow appropriate release procedures.
• Proactively monitor the estate for availability, capacity, and performance.
• Participate in global projects, improvements, and controls activities that enable growth, innovation, and digital transformation.
• Share knowledge and provide coaching and mentoring to peers as required.
• Occasional work outside normal business hours may be required for major incidents and/or planned maintenance.

Requirements

• Minimum 5 years of relevant experience providing desktop and end-user support in a complex trading environment with 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 troubleshooting and supporting areas including Active Directory, Group Policy Management, Security/Anti-Virus, Networking, Microsoft Office, Email/Exchange, VDI, Mobile Device Management, Video Conferencing, and Trader Telephony.
• Knowledge of the ITIL framework (certification is an advantage).
• Experience managing desk moves.
• Experience with ITSM tools such as Jira, ServiceNow, or Remedy.
• Experience administering Microsoft Office 365.

Technologies you will work with

• Windows Server, Windows 11
• SCCM, Intune
• Active Directory, Group Policy Management
• Security/Anti-Virus
• Microsoft Office, Email/Exchange, VDI
• Mobile Device Management, Video Conferencing, Trader Telephony
• ITIL, Jira, ServiceNow, Remedy
• Microsoft Office 365, Confluence

Additional desirable qualifications

• Experience administering Microsoft Azure (for example, Entra ID and RBAC).
• Knowledge of a scripting language such as PowerShell or Python.
• Familiarity with the Atlassian product suite, including Jira and Confluence.
• Experience with software-defined networking and security controls (SD-WAN/SASE).
• Experience with desktop-as-a-service and modern management, especially 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-focused logging and monitoring tools such as Grafana, Azure Monitor, Application Insights, and Log Analytics.
• DevOps knowledge (advantage).
• Experience with systems including Eka ETRM, Trayport Joule, WebICE, CME Direct, SunSystems/Q&A, Zema, NatGasHub, Databricks, Cloud9, Topaz, Cubelogic, Bloomberg, and Reuters.

Person specification

• Degree level education (or equivalent professional qualification) or relevant professional experience.
• Excellent communication and interpersonal skills with the ability to organise and clearly articulate technical information.
• Commitment to continuous improvement and the ability to work effectively across cultures.
• Motivation to deliver results, including taking initiative and meeting deadlines.
• Structured, systematic, and analytical approach to problem-solving.
• Customer-focused, goal-oriented mindset with attention to detail.
• Comfort working in a fast-paced trading floor environment, including supporting challenging users.
• Willingness to research and learn new technologies and to adapt processes as demands change.

Location: United States (hybrid). Experience: minimum 5 years. Education: Bachelor’s Degree or equivalent.