Advancing global markets
starts with great people.

 

Join the largest (and only) exchange operator in the Fortune 500.

 

"Our people, who are our greatest
asset, make what we do possible."
- Jeffrey Sprecher, CEO

 

Help transform markets anywhere around the globe.

 

Helpdesk Support Analyst

📁
Operations
📅
19000663 Requisition #
Job Purpose

This entry level Helpdesk Support Analyst will be part of a team that is responsible for the daily operation of multiple industry leading exchange systems and applications.

Responsibilities
  • Resolve customer enquiries in an articulate, timely and courteous way seeking to deliver quick and effective solutions
  • Escalate issues to internal Product Management and Development teams when necessary, clearly articulating problems and steps required for resolution
  • Clearly communicate with end users, educating them and dealing with all queries on the use of ICE Instant Messaging platform
  • Provide root cause analysis and issue resolution guidance to remote Systems Operations, Development and Quality Assurance teams
  • Coordinate with customer technology staff and the ICE sales team to assist in setting up new users and resolving customer issues on an ongoing basis
  • Providing front-line customer service support of trading communication in real-time
  • Produce periodic operational reports, document and update internal procedures, and assist with special projects as needed
Knowledge and Experience
  • Associate’s degree
  • Systems/application support experience preferred
  • Ability to multi-task, prioritize and escalate when appropriate
  • Must be self-directed and be able to work within a team environment
  • Good problem-solving and analytical skills
  • Friendly, professional telephone manner and strong interpersonal skills
  • Ability to work varying shifts

 

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.

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