• Service Desk Analyst

    Job Locations US-CO-Centennial
    Posted Date 1 month ago(12/20/2018 9:53 AM)
    Requisition ID
    Professional Area
  • Who We Are

    More than 30 years ago, E*TRADE pioneered the online brokerage industry by executing the first-ever electronic individual investor trade. While the landscape of our industry has changed dramatically, our culture of innovation and drive to make online trading accessible to everyone continues to drive us forward. We believe in challenging the status quo, fostering an environment of curiosity and learning, and, above all, putting our customers first.

    About the Role


    The Service Desk Analyst specialist effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community. The specialist provides tier-1 support to internal and external clients.





    • Responsible for the creation, routing, scheduling, and servicing of tasks/tickets initiated by customer request or regular system maintenance.
    • Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, and
    • instructing customers regarding software or hardware functionality.
    • Updates required customer and problem information in ticketing system. Documents appropriate entries of activities and closes tickets with resolution entered upon completion of the request.
    • Resolves Tier 1 requests. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
    • Creates written documentation of processes and procedures.
    • Requires strong customer service skills, focused on customer satisfaction and quality of service.
    • Works on Service Desk related projects as assigned by supervisor
    • Supports internal and external clients with production issues including assistance due to end user limitations.





    • Minimum 2-year relevant experience in IT, preferably in an IT support role



    • Knowledge of a Query Language is beneficial; the English Query Language is preferred, the Software Query Language (SQL) is accepted.
    • Must be able to troubleshoot technical and non-technical issues.
    • Must be able to design and maintain Excel spreadsheets and Word documents using advanced functionality.
    • Familiarity with financial industry business rules, process and procedures is a plus.
    • Basic knowledge of the software development life cycle and intermediate level knowledge of Excel and Word is required.
    • The ability to communicate effectively to internal and external clients, often in less than ideal circumstances.
    • Must be able to juggle tasks and priorities.
    • Must be self-motivated and possess the ability to work




    We offer a competitive and comprehensive benefits package. Please visit https://www.etradecareers.com/why-work-at-etrade/employee-benefits/ to learn more about the opportunities.

    E*TRADE Financial is an Equal Opportunity Employer who encourages diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, disability, citizenship, marital status, sexual orientation, gender identity, military or protected veteran status, or any other characteristic protected by applicable law.


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