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Service Desk Analyst
1 month ago
Role: Service Desk Analyst pivotal in delivering high-quality desktop support and ensuring exceptional customer satisfaction with systems and applications. This position involves troubleshooting PC and Mac software and hardware, supporting various end-user devices, including PCs, printers, scanners, mobile devices, and other peripherals.
Responsibilities:
1. Act as the first line of investigation/resolution before escalating to the Service Owner.
2. Configure and maintain PCs and servers to ensure optimal performance.
3. Conduct system performance testing to identify and resolve inefficiencies.
4. Provide first-line support for all administrative group software and hardware issues.
5. Serve as the escalation point for trader-related software and hardware problems.
6. Manage user account creation and maintenance.
7. Build and set up desks and workstations for employees.
8. Participate in rotational on-call weekend support.
9. Ensure consistent in-office support coverage five days a week.
10. Provide audio-video conference room support.
11. Support key departments, including C-Suite, Legal, HR, Accounting, and IT.
12. Collaborate with trade support to monitor applications and maintain infrastructure.
13. Manage the configuration and maintenance of phone systems.
14. Coordinate shipping of hardware to off-site locations.
15. Maintain inventory of workstations, monitors, and other equipment.
16. Build and tune monitoring tools to prioritize desired alerts and prevent unwanted/unneeded alerts.
17. Script solutions to automate basic tasks as needed.
18. Work with users to troubleshoot/resolve hardware issues.
19. Document processes and procedures related to trading applications and exchanges.
20. On-call rotation responsibilities.
Qualifications:
1. +5 years working with computer hardware, GPUs, Memory, CPU, etc.
2. Ability to make sound decisions in a fast-paced, high-pressure environment.
3. On-call availability to work outside of core business hours or on weekends or holidays.
4. Excellent troubleshooting skills.
5. Good attention to detail when digging through log files to find application issues.
6. Strong Linux/Windows experience.
7. Ability to pick up and understand new processes/applications.
8. Scripting (Python/Perl/Bash, etc.) is a plus.
9. Database experience (MSSQL, MySQL, MongoDB, etc.).
10. Able to do physical work desk setups.
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