Assoc Help Desk Analyst
Assoc Help Desk Analyst
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Job Description
Visa Corporate IT (CIT) group has embarked on a major transformation journey. We are transforming ourselves into a true engineering organization where we put customer experience first. With this in mind we are consolidating our Level 1 support teams across Corporate IT into a single organization and rethinking the way we provide Level 1 support to all end users. As a member of the End User Support Help Desk team the Associate Help Desk Analyst will be responsible for providing exceptional end user experience while providing support for IT services and apps.
Reports to: IT Service Desk Team Lead
Responsibilities:
Ensures customer satisfaction by providing timely response and resolution to contacts made to the Service Desk from different support channels.
Ensures that contacts are logged with complete information into the ticketing tool and assigned with appropriate category and priority.
Performs diagnosis using documented procedures troubleshooting techniques and approved tools.
Keeps customers proactively updated on the status of their tickets.
Assigns tickets that are not resolvable by the Service Desk to the correct resolver groups or vendors.
Notify management about reported or potential Major Incidents.
Confirms customer satisfaction before closing a ticket.
Continuously learn and train about new technologies and products supported by the Service Desk.
Contribute to activities that keep knowledge base articles up to date.
Meet and exceed individual performance goals.
Participate on Problem Management activities and Continual Service Improvement projects
Serves as a deputy to the Team Lead and helps conduct team huddles
Position is required to work various time zones in support of 24x7x365 support requirements.
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
Qualifications :
Basic Qualifications:
Bachelors degree OR 3 years of relevant work experience
Preferred Qualifications:
2 or more years of work experience
Completed at least two years of College education or equivalent IT / technical training
CompTIA A or Microsoft Professional Certification a plus
Exceptional analytical & customer service skills
Has expertise on one or more of the supported domains or technologies (e.g. MS Exchange System Administration Business Application Support MDM etc.
Foundation knowledge on team handling and supervision (some Team Lead or deputy Team Lead experience a plus)
Strong interpersonal skills verbal and written communication skills. Ability to interact effectively with customers vendors peers and management via multiple communication channels
Strong problemsolving skills and decisionmaking ability
Troubleshooting knowledge for Microsoft Windows 7 / 10 Mac Mobile Devices (Android & iOS) Microsoft Office applications suite Office365 MS Exchange Outlook local and LAN printers WiFi VPN Internet Connectivity Communication tools (Skype Jabber etc.
Expertise and work experience with Microsoft Active Directory Users and Groups Management
An understanding of basic network management (TCP/IP Wireless DNS DHCP) including administration of various kinds of network devices
Experience using remote support tools e.g. Remote Desktop LogMeIn Team Viewer Bomgar etc.
Minimum four years of work experience as IT Service Desk analyst supporting end users of Corporate IT services and apps
Additional Information :
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
