WHY WAIT?
Are you looking for an exciting new opportunity?
This may be your lucky day!
It is time for a change, and CDI can help!

We have an immediate need for a Help Desk Technician

JOB DESCRIPTION
Roles and responsibilities:
The successful candidate will be responsible for receiving and managing incoming calls from Traders and other internal customers, via the phone and through our ticketing system. The role requires tracking calls into the service desk and the escalation of tickets that cant be resolved immediately. The Help Desk Technician must be able to run programs from the UNIX command line shell and be able to perform some investigative analysis for incoming calls with the goal of first call resolution. The Help Desk Technician will create tickets into a standard format and categorize issues into specific buckets and queues. The Technician will then track the tickets in various queues and follow up with each customer.

The service desk can be busy and stressful at times, so it is essential that you can handle a fast paced, high stress, and a demanding customer environment. Excellent communication skills are necessary to be able to talk to Traders and IT personnel. Capturing accurate documentation on tickets based on Trader calls under pressure will be essential to resolve problems. The ability to learn and follow existing scripts and documentation for problem resolution, and the ability to enhance and create new documentation for new issues that occur is required to build our knowledge database.
Note: Hours for this role will range from 6AM-3PM, 7AM-4PM, 9AM-6PM and will include occasional weekends and out of hour support. The Help Desk Technician is also required to carry the Help Desk/Trader Support phone.

Technical skills required:
- At least 3 years previous experience working on a help-desk or technical help-desk, or equivalent skills with dealing on the phone and with electronic tickets.
- Experience with trading jargon and an understanding of the markets and products such as Options, futures and equities is required.
- Previous use or experience with Remedy, Peregrine or other call ticket tracking system.
- Previous use dealing with internal or external customers over the phone, and ability to effectively use a phone & multi-task between different lines and calls and walk.
- Ability to use keyboard quickly (50 wpm), and multiple screens to track system alerts and manipulate our monitoring tools, to acknowledge and deal with specific alerts
- Ability to use Microsoft Windows and run/execute Microsoft application programs
- Quick and driven learner

TAKE ACTION!
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Apply NOW and join the CDI Team TODAY!!!
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