Helpdesk Analyst

Purpose: The Helpdesk Analyst is the first point of contact for internal users requiring technical support. This role is responsible for handling inbound support requests via phone, email, and ticketing systems, providing first-level troubleshooting, and escalating issues when necessary.

The role supports a fast-paced environment within the finance and broking industry and requires strong communication skills, attention to detail, and a customer-focused mindset.

Weekend work maybe required as and when needed.

• Respond promptly to inbound technical support calls, emails, and service desk tickets.
• Provide first-level support for hardware, software, networking, and systems issues.
• Perform basic troubleshooting of desktops, laptops, mobile devices, printers, and applications.
• Log all incidents, requests, and relevant information accurately in the ticketing system.
• Follow established procedures and knowledge to resolve issues efficiently.
• Escalate complex or unresolved issues to Level 2 support teams as appropriate.
• Monitor open tickets and follow up with users to ensure timely resolution and closure.
• Maintain clear and professional communication with users throughout the support process.
• Assist with user account creation, password resets, and access provisioning.
• Maintain awareness of IT policies and ensure compliance with security protocols.

• 1–2 years of experience in an IT helpdesk or technical support role.
• Basic knowledge of Microsoft Windows, Office 365 and common IT tools.
• Strong verbal and written English communication skills.
• Ability to diagnose and resolve basic technical issues efficiently.
• Customer-focused attitude with strong problem-solving and interpersonal skills.
• Experience working in or supporting users in the finance or broking industry (preferred).