Help Desk Analyst

Help Desk Analyst Duties and Responsibilities:

Serving as the first point of contact for customers seeking technical assistance over the phone, email, ticketing system, or in person.

Determining the best solution based on the issue and details provided by customers.

Collaborate with senior staff members on unresolved issues to implement solutions.

Record events and problems in a ticketing system.

Follow-up and update customer status and information.

Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.

Supporting Linux Desktop and Server as well as Windows Desktop and Server.

Identify and suggest possible improvements on procedures

User onboarding/offboarding.

Assist in project work.

Help Desk Analyst Skills and Qualifications:

Excellent interpersonal and customer service skills.

Problem-solving and critical-thinking skills.

Excellent written and verbal communication skills.

Ability to quickly diagnose and resolve technical issues.

Exceptional teamwork and leadership skills to help other technical support workers.

Ability to learn new technologies and implement them.

Help Desk Job Description:

This roll is a full-time position in person in NYC office. This is a team oriented environment. Communication and documentation is a must in this role as our customers require quick resolution to issues. You must be willing to learn as we have lots to share. Support is for hardware, canned software packages as well as in-house applications. Fast passed environment supporting internal and external customers.

About Matrix Applications:

Matrix Applications is a New York-based fintech service bureau that offers a suite of collateral management, margining and clearing systems for institutional fixed income trading and equities securities lending. We are a team of capital markets and systems professionals delivering financial technology solutions to institutional firms since 2000. We work hands-on with our clients to identify an optimal mix of services to best fit their needs, from systems to back-office operations assistance. Comprised of industry veterans and financial professionals, we leverage our extensive technical experience, a deep network across the finance industry and a team of ops, regulatory and legal gurus to deliver bespoke managed services for firms big and small.