Service Desk Analyst I

Overview

Connecting clients to markets – and talent to opportunity

With 4,300 employees and over 400,000 retail and institutional clients from more than 80 offices spread across five continents, we’re a Fortune-100, Nasdaq-listed provider, connecting clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors.

At StoneX, we offer you the opportunity to be part of an institutional-grade financial services network that connects companies, organizations, and investors to the global markets ecosystem. As a team member, you'll benefit from our unique blend of digital platforms, comprehensive clearing and execution services, personalized high-touch support, and deep industry expertise. Elevate your career with us and make a significant impact in the world of global finance.

Corporate: Engage in a deep variety of business-critical activities that keep our company running efficiently. From strategic marketing and financial management to human resources and operational oversight, you’ll have the opportunity to optimize processes and implement game-changing policies.

Responsibilities

Position Purpose: StoneX Service Desk provides 24x7 support for a dynamic growing company with global operations. The Service Desk Analyst 1 is responsible for providing Level 1 general and technical support via phone and remote web sessions for users around the world. You will support and resolve problems with efficiency and sense of urgency. Complex issues are transferred to a higher level of support.

Primary Duties will include:

• Answer customer calls, open and resolve help desk tickets, and assign tickets as appropriate for resolution.
• Providing updates and completion information via email, voice mail, or instant messaging.
• Documenting solutions accurately and completely in the ticket system.
• Create and maintain Knowledge Base documentation as appropriate.
• Perform basic computer hardware and software troubleshooting as well as basic Office Suite support.
• Provide support in the installation, relocation, modification, diagnosis, and repair of computers and/or associated peripheral equipment.
• Provide customer familiarization, if necessary, and use diagnostic procedures and test equipment for problem-solving.
• Escalate problems and issues to a higher level of support as appropriate.
• Perform work in compliance with specified warranty requirements.
• Maintain prompt and regular attendance.
• Work with IT Leadership for continuous improvement of customer satisfaction.
• Be fiercely committed to delivering the absolute best customer service experience possible.
• This list of responsibilities may not be all-inclusive and can be expanded to include other duties or responsibilities as needed.

Qualifications

To land this role you will need:

• Strong customer service and orientation in execution.
• Maintain a high degree of professionalism in actions, demeanor, and dress.
• Ability to maintain a professional demeanor under stress.
• Excellent verbal, written, and relationship skills used to interact with a global group of technical and non-technical people.
• Work for extended time at keyboard/terminal.
• Maintain effective working relationships with supervisor and coworkers.
• Read and understand technical documents.
• Work flexible hours, including weekends and evenings.
• Strong work ethic and emphasis on attention to details.

What will make you stand out:

• Ability to manage time effectively and set priorities appropriately in a dynamic, time-sensitive environment.
• Strong knowledge of Microsoft Office Suite ’10, ’13, and ’16.
• Basic knowledge of Microsoft Windows 7/10 OS.

Education/Certification:

• High School graduate required.
• Associate’s Degree or higher is preferred.

Experience Required:

• Experience working both independently and in a team-oriented, collaborative environment is essential.
• 1+ years of related experience in IT Technical Support.
• Experience in Financial Services Industry a plus.

Knowledge of:

• O365 Product Suite.
• ITIL Processes and Procedures.