IT Service Desk Analyst

Flow Traders is looking for an IT Service Desk Analyst to join our Systems Windows team in Amsterdam. This is a unique opportunity to join a leading proprietary trading firm with an entrepreneurial and innovative culture at the heart of its business. We value quick-witted, creative minds and challenge them to make full use of their capacities. 

The global team is responsible for a collection of over 1500 Windows systems and various Microsoft and third party Enterprise Applications. The IT Service Desk Analyst's primary responsibility will be providing first line technical support for users of our organization, being the single point of contact for any Windows Systems-related issue and our application stack (on-premise and cloud Microsoft applications, Identity and Access Management etc.). You will respond to inquiries by resolving or escalating issues related to system hardware, operating systems, applications and network. You will work closely with other IT teams (Infrastructure, Linux, Database, SRE, Network) in order to provide end to end solutions to our users. 

The ideal candidate is self-motivated and innovative. As innovation is key to our culture, we always encourage team members to seek out and implement improvements to our set up.

What you will do

• Serve as the first point of contact for end users seeking technical assistance over the phone, email, chat or our ticketing system
• Take ownership of end user issues all the way through to resolution
• Log, prioritize, categorize and update incident, problem and request tickets
• Perform remote troubleshooting through diagnostic techniques and relevant questions
• Determine the best solution based on the issue and details provided by the end user
• Direct unresolved issues to the next level of support (other IT teams, Development or third party vendors)
• Create and update knowledge articles and standard operating procedures
• Proactively monitor Windows Servers and Applications
• Identify and suggest possible improvements on procedures
• Continually improve the level of IT support delivered to the end users from various departments in the organization (especially Trading and Business support departments)
• Use opportunities to upskill and participate in projects alongside other team members

What you need to succeed

• Excellent communication skills and customer-oriented
• BSc in IT, Computer Science or relevant field
• Strong problem-solving and analytical skills to troubleshoot hardware and software to find the root cause of the issue
• Solid understanding of Windows/Mac operating systems (including iPhones/iPad's) and common business applications such as Office 365
• Experience with tools such as: Active Directory / Salesforce / Jira + Jira Service Management / Confluence / Azure AD / Intune / Omnissa Horizon Administrator
• 'Outside of the box' thinking and cultivation of innovative solutions and workarounds in the resolution of end user issues
• Good understanding of networking/firewalls/routing to do troubleshooting on Windows systems
• Good communication skills, being able to explain and document technical issues in a user-friendly way
• A service-oriented mindset

Flow Traders does not accept unsolicited resumes from any professional staffing or search firms. All resumes, and any other information identifying potential candidates, submitted to any employee at Flow Traders via-email, the Internet or directly without a valid and signed search agreement will be deemed free to contact by Flow Traders without any restrictions and no placement fee of any kind will be paid in the event the candidate is hired by Flow Traders.