Sr. ITD Deskside Support

Sr. Deskside Analyst

At Repsol, we are committed to equality and do not request personal information. We believe that diversity contributes to innovative ideas and provides added value that enables us to benefit from mutual learning and perform our best work. Here, what counts is your experience and your ability to create value. We offer you the opportunity to grow professionally, develop your career with challenging projects and collaborate with talented people worldwide. As a company committed to diversity and inclusion, we encourage all professionals who meet the job description requirements to apply.

The Sr. Deskside Analyst will serve as a key member of the ITD Deskside support team, delivering high-touch, white-glove technical support within a dynamic and high-pressure trading floor environment. This role is pivotal in maintaining the stability, performance, and responsiveness of all end-user trading technologies. Acting as the primary interface for traders, the analyst will resolve complex technical issues and fulfill specialized requests involving trading hardware, financial applications, and market data systems. The analyst will be fully accountable for each incident or request from initial report through to complete resolution, ensuring timely follow-through, clear communication, and user satisfaction. Success in this role requires seamless collaboration with senior ITD technical experts and global technology partners to proactively sustain and enhance desktop infrastructure and application services critical to trading operations.

Job Description/Key Tasks:

• Provide advanced, priority support for business-critical personnel on the trading floor, including traders, analysts, and executive staff.
• Support, troubleshoot, and manage business-critical trading applications, market data feeds (e.g., Bloomberg, Refinitiv Eikon), and related financial software.
• Take full ownership of incidents and service requests from initial report through to complete resolution, ensuring timely updates and user satisfaction.
• Install, configure, and maintain specialized trading hardware including high-performance workstations, multi-monitor arrays, and turret/dealer board phone systems.
• Perform complex hardware and software installations, moves, adds, and changes (IMACs) with minimal business disruption.
• Troubleshoot and support streaming media devices and digital signage used for displaying financial news channels and market data across the trading floor.
• Perform advanced diagnostics and root cause analysis for recurring or high-impact issues.
• Act as a key escalation point for the Service Desk on high-priority incidents affecting the trading floor, driving issues to a swift resolution and ensuring adherence to SLAs.
• Identify, troubleshoot, and resolve complex end-user connectivity issues, including network access, authentication failures, and application latency.
• Support mobile devices (iPhone, iPad, Android, etc.), network printers, and IP Telephony systems.
• Support meeting room audio/video equipment and building security system technology.
• Troubleshoot complex hardware and software issues on workstations and laptops running different operative systems like Windows, Apple, Android, etc.
• Partner closely with global ITD teams, infrastructure specialists, and application owners to escalate and resolve complex issues.
• Identify opportunities to streamline support processes, reduce response times, and enhance service quality.
• Lead the development and documentation of local operational standards and procedures specific to the trading floor desktop environment.
• Maintain an accurate inventory of all end-user hardware and software.
• Lead and participate in ITD projects, including end-user technology refreshes and new software deployments.
• On-call availability for after-hours and weekend support is required.

Qualifications:

• Educational Background: Bachelor's degree in computer science, or related field.
• Languages: English fluency, Spanish not required but is an asset
• Experience: 7+ years of experience in a technical, desktop, or end-user support position, with at least 3-5+ years of dedicated experience supporting a high-pressure financial trading floor.
• In-depth, hands-on knowledge of market data services (e.g., Bloomberg, Refinitiv Eikon) and trading communication systems (e.g., IPC, BT Turrets).
• Exceptional technical troubleshooting skills across hardware, software, and application connectivity, with a customer-centric approach and the ability to perform under pressure.
• Preferred certifications include MCP and A+.
• Deep knowledge of ITIL frameworks and experience with ITSM systems like ServiceNow.

Additional Skills:

• Strong stakeholder management and interpersonal skills.
• Analytical and problem-solving abilities.
• Excellent communication skills, both oral and written, with the ability to clearly convey technical information to traders and business leaders.
• Excellent interpersonal and organizational skills are required.
• Professional demeanor and a strong work ethic are essential.
• Capable of safely lifting and transporting IT equipment weighing up to 50 pounds, including desktop computers, monitors, and related hardware, in compliance with Repsol safety guidelines.