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Helpdesk Analyst

3 months ago

London, Greater London, United Kingdom Cantor Fitzgerald Securities Full time
Helpdesk Analyst

Job Description

Responsibilities:

  • Act as the primary point of contact for phone calls, MS Teams chat and emails from end users regarding IT issues and queries and ensure first line of resolution wherever possible
  • Record and track tickets/incidents/requests with detailed descriptions using the Helpdesk ticketing tool based on users' communication as well as collecting necessary information or approvals to escalate or action requests/incidents
  • Basic remote access troubleshooting
  • Walk end users through problem solving and documentation provided
  • Keep work queues cleared and route tickets in a timely manner
  • MFA registrations and administration for remote access, O365 and Oracle applications
  • Active Directory administration, including user account management (unlocking, enabling, disabling account, permissions, security, and distribution group modifications)
Responsibilities

Skills and Experience:

  • Active Directory administration, including user account management
  • Preferably at least 1+ years' experience in similar helpdesk role but not essential
  • Excellent communication and customer service
  • Strong problem-solving and organizational skills
  • Basic understanding of computer systems, Microsoft Office 365 applications and other tech or finance products.
  • Works well in a fast-paced environment
  • Inquisitive
  • Detail-Oriented and Focused
  • Time management skills