Helpdesk Support Analyst

Helpdesk Support Analyst needed for this Brentwood based FinTech. This role is ideal for someone who thrives in a supportive and fast-paced environment and is committed to providing exceptional customer service.

• Provide first-level contact and problem resolution for all users with software and application problems.
• Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
• Escalate unresolved calls to appropriate support team member.
• Document incident resolutions and maintain logs of the issues handled or escalated.
• Work with vendor support contacts to resolve technical issues within the desktop environment.
• Recommend procedures and standards to improve the efficiency and effectiveness of the help desk.

• A minimum of 2 years' experience in a helpdesk or technical support role.
• Proven track record in supporting customers/clients effectively.
• Excellent problem-solving skills and a strong customer-oriented focus.
• A proactive approach to preventing and resolving issues.
• Excellent communication and interpersonal skills, with a flair for dealing with various levels of technical users and clients.