Senior IS Analyst - Front Office Desktop Support

At Franklin Templeton, we’re driving our industry forward by developing new and innovative ways to help our clients achieve their investment goals.

Our dynamic and diversified firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals.

Our talented teams working around the globe bring expertise that’s both broad and unique. From our welcoming, inclusive, and flexible culture to our global and diverse business, we offer opportunities not only to help you reach your potential but also to contribute to our clients’ achievements.

Come join us in delivering better outcomes for our clients around the world!

What is the Front Office Desktop Support team responsible for?

The Front Office Desktop Support team provides technology and functional support to internal clients for issues including hardware, operating systems, desktop / web applications, mobility, conferencing, and printing.

Our goal is to increase users’ ability to self-service, automate contacts, enhance users’ experience, and support users in adopting new technologies.

We are the primary customer interface with technology and are responsible for supporting all customer-facing technologies.

What is the Senior IS Analyst - Technical Support responsible for?

Provide desktop support for Franklin Templeton employees, including addressing their technical issues, requests, and support of the IT Infrastructure.

Our primary goal is to provide quick and efficient resolutions while minimizing disruption to our customers.

Provide on-site technical support and customer service as well as remote user support; available to provide support outside business hours;

may include occasional travel to other offices

Accountability for addressing technical issues in a timely manner and providing concise and timely updates

Address issues that arise within the local office and tickets for local and remote users routed from the service desk

Coordinate, set up, and support technologies used in Conference Rooms

Provide Audio Visual support for large internal and external meetings in the Office and external facilities

Train users on new technologies in the space

Provide support for trading and investment management technologies

Provide education on information technology issues / services to employees enterprise-wide

Develop, document, and implement standard operating procedures and customer service guidelines relating to remote and localized IT support

Support and maintain effective relationships with users in their assigned areas, especially regarding operating systems, applications, mobile devices, new technologies and communications infrastructure

Actively participate in team meetings

Order and maintain inventory of IT assets

Handle project work related to acquisitions and integration of companies

Coordinate and support office moves, and user restacks

Function as an active advocate for the customer within IT and with outside technical groups

Escalate issues to the appropriate teams and drive to closure

Manage the ticketing queues to ensure issues are prioritized and actioned

Provide backup assistance to peers when needed

Follow company guidelines, processes, and standards

Assist in creation of technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support

Working knowledge of office automation products and computer peripherals, like printers and scanners

Ability to perform remote troubleshooting and provide clear instructions

Set up, maintain, and troubleshoot Microsoft Windows (Win 11 AND Office 2016) desktop, laptops, and notebook computers

Basic knowledge of ADS, DNS, and DHCP configuration

Handle asset and vendor management

Basic LAN (Network) troubleshooting knowledge

Outlook, MS Teams, and OneDrive configuration in end client

Identify and escalate situations requiring urgent attention, redirecting problems to appropriate resources.

What ideal qualifications, skills & experience would help someone to be successful?

Bachelor’s or higher degree in computer science or related field

Minimum of 5 years in a similar, fast- paced and dynamic environment in a desktop support role

Excellent skills and abilities in organization, planning, multi-tasking, and flexibility

Excellent communication and interpersonal skills

Strong problem-solving and critical thinking skills

Ability to actively participate as part of a team as well as work independently

Strong service delivery and customer management skills for local and remote users

Proficient in supporting Windows 10, Windows 11, Office 365, iOS, and Mobile Technologies

Reliable transportation mileage will be reimbursed when travel to a non-primary office is required

Experience supporting multiple facets of the business in a corporate environment strongly preferred

Experience using ServiceNow Ticketing system

Domain understanding of the Financial Services, or other highly-regulated, industry