The Technology Help Desk Analyst will act as the first point of contact for user technical issues and concerns responsible for providing consistent high-quality customer service and support for the Firm’s applications and systems.


  • Provide initial assessment, troubleshooting, and where possible, provide resolution of inbound issues
  • Record, track, monitor and follow up SLA breaches of incidents and service requests following the defined Incident Management Process. Provide an accurate record of each incident description and resolution
  • Manage resolution of issues efficiently and professionally 
  • Monitor ongoing jobs and ensure immediate resolution of the reported problem
  • Proactively identify and report potential Major Incidents and Problems to Team Lead for onward escalation to the appropriate team
  • Escalate and coordinate unresolved incidents to the appropriate support team by following defined escalation procedures
  • Provide on-time status and communication to end-users regarding outstanding and resolved incidents
  • Perform day-to-day tasks and assignments following operational processes in compliance with required targets and metrics
  • Maintain strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participation in projects and improvement initiatives
  • Communicate technical or operational issues encountered during the shift
  • Recommend improvements and updates of KB articles
  • Be familiar with and follow Technology procedures, policies and processes diligently and accurately
  • Provide backup support for other team members, as required
  • Perform other tasks as may be assigned by management

Skills and Experience:

  • Some prior technology Help Desk experience in an enterprise environment following/aligned to ITIL best practices
  • Good process methodology experience
  • Possess the drive and ability to see problems through to resolution
  • Attention to detail in terms of following defined processes diligently and accurately
  • Demonstrated ability to quickly learn and understand new technology and applications
  • Shows initiative, sense of responsibility, and commitment to work
  • Excellent customer service skills
  • Strong interpersonal skills and the ability to work in a team environment
  • Fluent in written and spoken English and Spanish (and other supported languages, if required) 
  • Willing to work on shifting schedule and work overtime as necessary
  • Willing to work on holidays and weekends
  • Ability to multi-task and prioritize in a fast-paced environment