Help Desk / User Support Analyst Job in New York


Desk Side/Trading Floor Support

– Provide a presence on the trading floor to enhance the response and resolution time of incidents

– Will be dispatched to other floors as required

– Includes responsibility for Market Data Systems

– Provides Video Conferencing support

– Provides on/off site support for multi-media presentations


Application Production Support

– Manage Change Orders for non-project based work (BAU – Business As Usual)

– Perform Incident Management

– Perform Problem Management (Trending Analysis, Service Desk Metrics)

– Perform Root Cause Analysis (RCA) for Severity 1 Incidents and Problems

– Production Support for key applications

– Disaster Recovery / Business Continuity Testing


Help Desk

– Centralized location for capturing initial incident information

– Ensures that quality information is captured and is complete and cohesive

– Attempts to resolve the incident during the call through both verbal and remote desktop interaction

– Dispatches Desk Side support if the incident cannot be resolved during the Help Desk call

– Monitors the status of open tickets, triages and prioritizes the tickets based on severity and visibility

– Alerts management of systemic outages



– 2-3 years of experience

– Excellent communication skills

– Able to deal with all levels of management

– Team Player

– Flexible