Enterprise Service Desk Analyst at Interactive Brokers

<div class="content-intro"><p></p> <h3>Company Overview</h3> <p>Interactive Brokers Group, Inc. (Nasdaq: IBKR) is a global financial services company headquartered in Greenwich, CT, USA, with offices in over 15 countries. We have been at the forefront of financial innovation for over four decades, known for our cutting-edge technology and client commitment.</p> <p>IBKR affiliates provide global electronic brokerage services around the clock on stocks, options, futures, currencies, bonds, and funds to clients in over 200 countries and territories. We serve individual investors and institutions, including financial advisors, hedge funds and introducing brokers. Our advanced technology, competitive pricing, and global market help our clients to make the most of their investments.</p> <p>Barron's has recognized Interactive Brokers as the #1 online broker for six consecutive years. Join our dynamic, multi-national team and be a part of a company that simplifies and enhances financial opportunities using state-of-the-art technology.</p> <p></p></div><h3 style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true"><strong>Job Description</strong></span></h3> <p style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">As a global technology leader in Financial Services, IBKR has employees in several sites around the globe. As we continue to grow our staff and offices globally, we require IT support staff to help our employees operate and maintain their technology 24/7/365. Our support team is looking for a Service Desk Analyst to help manage and triage users’ IT issues. The position is well-suited for someone looking to gain in-depth technical experience and possessing a keen desire to support colleagues with a first-class user experience.<br><br></span></p> <p style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">As part of the Enterprise Service Desk team, you will act as the initial point of contact for all staff, helping to explain, quantify and define their technological issues. Working with employees and team members, you will assist in creating and resolving support tickets, escalate specific technology issues to component owners, and maintain the trouble ticket queue. As part of an effective lifecycle, you will drive timely, effective resolution of issues under your care.</span></p> <p style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;">&nbsp;</p> <p style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">Are you a team player who delights in being helpful and effective? Do you have a </span><u style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">passion</span></u><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">&nbsp;for technology and an interest in the financial sector? Are you&nbsp;</span><u style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">curious and motivated</span></u><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">&nbsp;to start a career in IT but unsure how to take the first step? Perfect, we want you to apply today!<br><br></span></p> <h3 style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><strong style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">Your Responsibilities<br></span></strong></h3> <ul style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"> <li style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">First line of contact for all employee IT service requests and issues, including:</span> <ul style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"> <li class="ql-indent-1" style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">Linux, Mac, and Windows desktop hardware and software.</span></li> <li class="ql-indent-1" style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">VPN / Remote Access.</span></li> <li class="ql-indent-1" style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">Third-party and in-house software.</span></li> </ul> </li> <li style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">Capture, validate, log, categorize, and prioritize service requests and issues.</span></li> <li style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">Perform initial triage and provide solutions within the agreed SLA.</span></li> <li style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">Escalate complex issues promptly to the next level of support.</span></li> <li style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">Effectively communicate status updates and monitor issues to closure.</span></li> <li style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">Contribute to knowledge base articles to share knowledge.</span></li> <li style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">Develop and improve problem-solving troubleshooting workflows for issues and incidents.</span></li> </ul> <h3 style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><strong style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true"><br>Key Requirements</span></strong></h3> <ul style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"> <li style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">Willingness to work shifts and weekends</span></li> <li style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">Technology enthusiast</span></li> <li style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">Good communication and problem-solving skills</span></li> <li style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">A keen desire to explore and learn new concepts, systems and technologies</span></li> </ul> <h3 style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;">&nbsp;</h3> <h3 style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><strong style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">Preferred</span></strong></h3> <ul style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"> <li style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">Bachelor’s Degree, preferably in a technical field such as Computer Science, Engineering or equivalent.</span></li> <li style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">CompTIA A+ certification.</span></li> <li style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;"><span style="color: rgb(14, 16, 26); margin-top: 0pt; margin-bottom: 0pt;" data-preserver-spaces="true">Experience with Jira, Confluence and ServiceNow.</span></li> </ul> <h3>Company Benefits &amp; Perks</h3> <ul> <li>Competitive Salary, annual performance-based bonus and stock grant</li> <li>Excellent health and welfare benefits including medical, dental, specialist and in-patient &nbsp;</li> <li>Competitive package of Annual Leave</li> <li>Daily lunch ordered in house with fully stocked kitchen</li> <li>Great work life balance</li> <li>Unique opportunity to gain exposure to global financial products, markets and clientele</li> <li>Opportunities for career progression and job scope expansion in a global company with growing local presence</li> <li>Hybrid work arrangement role permitting</li> </ul>