Service Desk Specialist,AVP

An opportunity has become available for an experienced IT Desktop Support Professional to support one of our key clients from their Sydney office.

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

Our promise to maintain an environment where every employee feels valued and able to meet their full potential infuses our company values. It’s also part of our commitment to inclusion, development and engagement, and corporate social responsibility. You’ll have tools to help balance your professional and personal life, paid volunteer days, and access to employee networks that help you stay connected to what matters to you. Join us.

State Street is an Equal Opportunity Employer, and prohibits discrimination against applicants or employees on the basis of any legally protected characteristics.


Position Description


An opportunity has become available for an experienced IT Desktop Support Professional to support one of our key clients from their Sydney office. Although you will be part of a broader global team you will be part of a small team on-site and responsible for ensuring premium service delivery to the client. As the client’s key onsite IT support contact you will thrive on working in an environment that offers a lot of autonomy, whilst requiring you to regularly draw on your ability to “think outside the box”  to ensure a premium level of service is delivered. This is a varied and challenging role in a fast paced environment.


Key Accountabilities

  • Ownership and resolution of all technical issues for the Sydney office.

  • Installation of State Street/PIMCO approved applications on laptops, desktops and mobile devices.

  • Ensuring prompt escalation of technical issues when necessary by following defined escalation procedures.

  • Logging and updating all assigned tickets on a daily basis.

  • Proactively update and maintain documentation on desktop procedures.

  • Assist the Service Desk Manager with ad hoc business projects and tasks as assigned.

  • Regularly communicates with management on the progress of assigned tasks.

  • Hardware and application support / maintenance for remote and travelling employees.

  • Create update and decimate knowledge articles, maintain/update SharePoint site.

  • Maintenance of software and hardware asset Inventory.


Experience, Qualifications, Skills and Abilities


  • Diploma in IT.

  • Microsoft Certified Professional (MCP).

  • Strong understanding of desktop operating systems.

  • Strong understanding of Microsoft Office suite of applications.

  • 5+ years of Information Technology experience in the area of trade floor desktop/helpdesk support within financial services.

  • Skilled in troubleshooting in fast paced environment.

  • Proven ability to plan work in advance by thinking though actions necessary to complete tasks through to deadline.

  • Understanding of governance and security processes.

  • ITIL working knowledge.

  • 2 years of working with call logging and incident/problem/change management systems.



  • Bachelor’s degree or higher in a relevant discipline.

  • Microsoft Certified Systems Engineer (MCSE).

  • ITIL Foundation certified.

  • Relevant experience in providing desktop support in an international investment bank or global financial organization.

  • Experience of supporting AV/VC systems.

  • Experience of supporting Trade Floor telephones systems.

  • Experience of managing IT Datacomms/Server rooms and patching.