Technical Support Analyst
7 days ago
Job Summary:
Pontoon is seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing first-line technical support to our employees and contractors.
Key Responsibilities:
- Provide technical support to employees and contractors via phone, chat, and web tickets.
- Troubleshoot PC, printer, telephone, mobile, VPN, and software issues.
- Diagnose and resolve technical issues in a timely and efficient manner.
- Log all inquiries and incidents as required.
- Escalate unresolved incidents to appropriate support teams.
- Remain current with support changes and updates.
- Adhere to company policies and incident management processes.
Qualifications:
- Knowledge of PC hardware and software.
- HDICertification (preferred but not required).
- Other IT certifications (e.g., Microsoft).
- Ability to make sound decisions in real-time crisis situations.
- Excellent documentation skills.
- Ability to work independently and/or in a team setting.
- Experience in the securities or financial services industry (a plus).
- Ability to multitask and manage priorities with little supervision.
- Strong communication skills.
- Ability to work rotational shifts and national holidays.
- ITIL experience (an added advantage).
About Pontoon:
Pontoon is an Equal Employment Opportunity/Affirmative Action Employer. We are committed to building a diverse and inclusive team that reflects the talent, clients, and communities we serve. We offer a range of family-friendly, inclusive employment policies and employee forums to support well-being and a balanced life.
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