Desktop Support Engineer

  • Nomura
  • London, UK
  • 02 Mar, 2021
Advanced Apprenticeship Engineering IT

Job Description

Employer description:

Nomura is a global financial services group with an integrated network spanning over 30 countries. By connecting markets East & West, we service the needs of individuals, institutions, corporates and governments through our four business divisions: Retail, Asset Management, Wholesale (Global Markets, Investment Banking and International Wealth Management) and Merchant Banking.


This is an entry level position within Digital Workspace Desktop Support team. This position will provide the candidate exposure to various technologies, along with an opportunity to learn core IT skills and support various Investment Banking functions from Global Markets, Investment Banking and the Corporate departments.

This position provides an excellent opportunity for an apprentice to gain an in-depth knowledge of the Nomura IT Infrastructure and to work with the regional teams to gain an exposure the global IT environment.

Role / Principal Accountabilities:

This role will provide the candidate with solid experience with the Digital Workspace Desktop Support team within EIS working with ITIL guidelines.

During the apprenticeship period the candidate will work within the following team/functions:

  • Tech Bar
  • Desktop Support team

Level 1 – Tech Bar \ Desktop Support:

The team provides IT support to London Nomura employees. Working on an 8 hour shift pattern covering 7am to 7pm (Mon – Fri) with oncall rota.

Commonly dealing with software, hardware & mobile working issues.

Key Actions:

  • Provide excellent customer service
  • Logging of all issues with the firms incident management system - ServiceNow
  • Resolution of user PC issues across multiple business units – User queries for MS Office, desktop hardware issues
  • Escalation of issues to 2nd/3rd line
  • Support of the desktop platform (OS build, application installation)
  • Supporting various user Endpoints (Laptops, VDI \ Thinclients, Desktops, Workstations and mobile devices.
  • Create and maintain all operational documentation, processes and procedures

Desirable skills and Personal qualities:

  • IT literate – Microsoft Windows & Microsoft Office Suite
  • Conformable using Mobile devices (iPhones, IPads, etc.)
  • Strong relationship building and communication skills
  • Assertive, self-motivated and collaborative
  • Fast learner, ability to absorb and apply information
  • Oral communication
  • Written communication
  • Numerical skills
  • Problem solving
  • Presentation

Beneficial Experience:

  • Working in a team environment
  • Exposure working in a support role (Tech bar, call \ service centre, IT support role, etc.)

Desired qualifications:

  • 5 GCSE's including Maths & English [grade C and above]
  • BTEC / A Levels 

Working week: 

7:00am - 7:00pm / shift work totalling to 40 hours per week

Future prospects:

Potentially, you could gain a full time role once you have successfully completed the apprenticeship.

Important Information:  

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.