Help Desk Analyst

About the role

The Help Desk Analyst ensures the smooth operation of the FXOnline system on agents' and store computers, providing first‑line technical support to internal users and customers.

Key responsibilities

• Deliver help‑desk assistance via phone, email and remote‑desktop sessions.
• Monitor system logs to anticipate and prevent issues.
• Maintain and update the desktop fleet proactively.
• Support help‑desk related projects and dispatch support tickets.
• Document, troubleshoot and resolve incidents in the ticketing system.
• Identify trends to improve future problem resolution.
• Collaborate with IT staff, software developers, NOC and networking teams to determine root causes.

Required profile

• Advanced proficiency in English and French.
• At least one year of customer‑service experience in a help‑desk environment.
• Ability to type at least 25 WPM while speaking with customers.
• Comfort managing multiple applications simultaneously.
• Positive, can‑do attitude and eagerness to learn.

Required skills

• Remote desktop support
• Ticketing system usage
• Log monitoring

What we offer

• Competitive salary
• One month of Aguinaldo (Christmas bonus)
• 15 days of vacation
• Life insurance
• Food vouchers
• Work‑life balance initiatives
• Growth and development opportunities