Service Desk Analyst

Location: Noida, Uttar Pradesh

Job Type: Full-time

Shift & Schedule: Weekend availability required

About the Role

The Service Desk Analyst will provide first-line support to customers as part of ION’s global support team. This role involves both on-site and remote support for users and trading support personnel. The analyst will be responsible for developing a deep understanding of client systems and business practices, while maintaining strong client relationships.

Key Responsibilities

✔ Incident Management:
   • Receive and log client-raised incidents in the internal system.
   • Analyze incidents using business acumen to determine appropriate actions.
   • Resolve calls independently or escalate to the appropriate team.

✔ Problem-Solving & Technical Support:
   • Improve technical skills to increase first-line resolution rates.
   • Attend client sites when required for issue resolution and business knowledge enhancement.
   • Adhere to best practices and department procedures for client communication, investigation, and incident progression.

✔ Collaboration & Continuous Learning:
• Develop strong working relationships with internal teams.
• Participate in team shift patterns, weekend work, and out-of-hours escalation as needed.

Required Skills & Qualifications

???? Education: IT, numerate, or business-related Degree (or equivalent experience).
???? Analytical Thinking: Strong problem-solving skills, even under pressure.
???? Technical Skills:
   • Ability to read and understand C++, TCL, UNIX Scripting.
   • Working knowledge of networks and network infrastructure (desirable).
????️ Communication & Professionalism:
   • Excellent written and verbal communication skills.
   • Confident and professional approach with clients.
???? Time Management: Ability to handle changing workloads efficiently.
???? Team Collaboration:
   • A cooperative approach to working within teams and across departments.
   • Ability to view situations from a customer perspective and act accordingly.
???? Financial Markets Knowledge:
   • Strong desire to understand financial markets, business flows, and Fidessa functionality.

About Us

At ION, we are a diverse team of visionary innovators providing trading and workflow automation software, high-value analytics, and strategic consulting to corporations, financial institutions, central banks, and governments.

???? Our Impact:
• Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, rely on ION solutions.
• Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to power the global financial market infrastructure.
• With 13,000+ employees across 40+ global offices, we continue to expand rapidly.