Help Desk Analyst

1 week ago


San Antonio, United States Crox RPO Full time

Title: Help Desk Analyst

Location: San Antonio TX 78245


  • "Take 40+ calls per day, plus the ability to work in between calls on other work as assigned. The Service Desk currently provides coverage 24x7 and implements a follow the sun model between Belfast and San Antonio.
  • The shift pattern includes a regular late shift as part of the rotation and on occasion there may be a requirement for weekend coverage in support of our clients and other service desk projects.
  • A combination of 1st line resolution over the phone as well as efficient 2nd line incident management techniques is needed to evaluate and implement changes for the business including implementing other changes across the Desktop environment and infrastructure it uses.
  • Respond to inbound calls to the Premium Client Service Centre in a professional and efficient manner, dealing with and resolving as many desktop issues as possible over the phone and by remote console.
  • The individual needs to be able to provide a high level of technical support to the Markets and Investment Banking Businesses.
  • Also required is a good understanding of the current technological and business processes employed in the trade floor / Investment Banking environment.
  • In addition, they will be required to ensure the response levels for the Premium Client Service Centers phone systems and incident management queues are maintained. This may require escalation to other teams both internal and external in order to deliver the expected level of service for the Business.
  • A combination of 1st line resolution over the phone as well as efficient 2nd line incident management techniques is needed to evaluate and implement changes for the business including implementing other changes across the Desktop environment and infrastructure it uses.
  • Providing a consistent approach to reporting and managing the delivery of projects is expected.
  • Ensuring appropriate controls of resources avoiding any unnecessary risk to the business.

Requirements:

  • Minimum 5 years previous Helpdesk Experience
  • If less than 5 years’ experience, relevant IT certifications would be required to make an exception (i.e. Network +, Google IT Support Professional, CompTIA A+, ITIL, Security +)
  • Beneficial experience with:
  • MS Office 2016, O365
  • Cloud Computing
  • Windows 10
  • Microsoft Active Directory
  • Microsoft Exchange
  • Common Network Protocols"

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