Help Desk Analyst I - StoneX Group

Connecting clients to markets – and talent to opportunity

With 4,300 employees and over 400,000 retail and institutional clients from more than 80 offices spread across five continents, we’re a Fortune-100, Nasdaq-listed provider, connecting clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors.

At StoneX, we offer you the opportunity to be part of an institutional-grade financial services network that connects companies, organizations, and investors to the global markets ecosystem. As a team member, you'll benefit from our unique blend of digital platforms, comprehensive clearing and execution services, personalized high-touch support, and deep industry expertise. Elevate your career with us and make a significant impact in the world of global finance.

Business Segment: With boots on the ground authenticity at the heart of everything we do, our comprehensive array of commercial products and services enable you to work directly with our clients, across hedging, risk management, execution and clearing, OTC products, commodity finance and more.

Position Purpose: As a Help Desk Tier I professional you'll be providing technical support and assistance to customers, whether on the chat, phone or email. Your primary intention is to ensure client's satisfaction and ability to properly access financial applications that they may be having trouble with.

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
• Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalate priority issues per Client specifications.
• Redirect problems to appropriate resource.
• Accurately process and record call transactions using a computer and designated tracking software.

To land this role you will need: 

• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
• Organize ideas and communicate oral and written messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to customers where necessary.
• Stay current with system information, changes, and updates.
• Maintains prompt and regular attendance.
• This list of duties and responsibilities is not intended to be all-inclusive and can be expanded to include other duties or responsibilities that management deems necessary.
• Exemplary Attendance and Punctuality
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment. adjusts effectively to work within new work structures, processes, requirements, or cultures.
• Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups, helping them understand and retain the message, and permitting response and feedback from the listener.

What makes you stand out:  

• Some prior experience as a Help Desk Support Analyst is preferred.
• Makes customers and their needs a primary focus of one’s actions. developing and sustaining productive customer relationships.
• Identifies and understands issues, problems, and opportunities. compares data from different sources to draw conclusions. uses effective approaches for choosing a course of action or developing appropriate solutions. and takes action that is consistent with available facts, constraints, and probable consequences.
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity). handling stress in a manner that is acceptable to others and to the organization.
• Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations. Sets high standards of performance for self, assuming responsibility and accountability for successfully completing assignments or tasks.

Education / Certification Requirements: 

• Education Requirements High School Diploma