About This Role

The Help Desk Analyst is mainly responsible for the smooth running of the FXOnline system on agents' and store computers.

Roles & Responsibilities

• Provide help desk assistance and customer care support through phone, email, and remote desktop connections.
• Monitor logs to pre‑empt potential problems.
• Proactively maintain a desktop fleet.
• Assist in help desk related projects.
• Promptly and politely resolve issues.
• Document and troubleshoot issues in a ticketing system.
• Identify trends to assist in future problem resolution.
• Dispatch support.
• Contact IT and staff to determine the root cause of an issue.
• Rapidly establish a good working relationship with customers and other professionals such as software developers, NOC servers, and NOC networking and monitoring teams.

Position Requirements

• Advanced English and French proficiency. <...