Deskside Support Technician – 12 Month Internship Placement

BlackRock places a strong emphasis on technology. The EMEA Deskside Team supports desktop PCs and mobility solutions for approximately 7,000 + staff across 30 office locations. While the team’s primary focus is maintaining the existing technology environment, they are also instrumental in deploying new technologies to ensure optimal business performance. The team serves as the face of technology, delivering high-quality, cost-effective services with minimal downtime and superior user experience. Interns will gain exposure to a wide range of technologies and contribute to local and regional initiatives. The team collaborates closely with Global Technology Infrastructure and Information Security, Unified Communications and Network teams. 

Team Overview – End User Technical Services (DW Level 2) 

• Provide advanced support for hardware (PCs, laptops, Next Gen Devices and mobile devices) and enterprise software (MS Office, Windows, market data apps, third-party systems). 

• Resolve escalated incidents from Level 1/Service Desk, ensuring minimal business disruption. 

• Perform root cause analysis and recommend long-term solutions for recurring issues. 

• Collaborate with infrastructure and security teams for complex technical challenges. 

• Participate in project delivery, migrations, and technology rollouts. 

• Maintain accurate documentation, asset inventory, and compliance with IT policies. 

Key Responsibilities 

• Report to the local Level2 team leader; collaborate regionally and globally. 

• Manage assigned tasks/projects within agreed timelines, escalating as needed. 

• Perform advanced hardware setup, replacement, and troubleshooting (including PC builds, component swaps, diagnostics). 

• Deliver proactive, professional IT support to end users, both onsite and remotely. 

• Complete user moves, new joiner installations, and office technology refreshes. 

• Maintain asset inventory, stock controls, and ensure compliance with DW Level 2 standards. 

• Analyze, diagnose, and resolve desktop issues; implement corrective actions and document solutions. 

• Collaborate with global support teams to resolve complex user issues. 

• Participate in disaster recovery and business continuity exercises. 

• Uphold procedures for incident logging, reporting, and performance monitoring. 

• Create and update technical and end-user documentation. 

• Meet or exceed DW Level 2 customer service expectations. 

Requirements 

• Excellent written and verbal communication skills. 

• Strong customer service orientation and ability to manage high-pressure situations. 

• Advanced troubleshooting and analytical skills; ability to prioritize and multitask. 

• Experience with Microsoft products (Office, Windows), Dell, Apple hardware, and enterprise IT environments. 

• Ability to work independently and as part of a team; flexible and proactive approach. 

• Enthusiasm for learning new technologies, processes, and compliance standards. 

• Commitment to continuous improvement and professional development.