Assoc. Help Desk Analyst - job 2 of 3
Company Description
Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.
Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.
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:
- Bachelor's degree, OR 3+ years of relevant work experience
- English fluency is required
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 problem-solving skills and decision-making 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, Wi-Fi, 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.
Are you ready to jumpstart your career as an Associate Help Desk Analyst at Visa in Bogota, Colombia? Visa, a global leader in payments and technology, is on the lookout for enthusiastic individuals to join our End User Support Help Desk team. In this dynamic role, you'll be at the forefront of providing exceptional customer experiences while offering support for various IT services and applications. Your responsibilities will include ensuring timely responses to service desk contacts, logging calls with comprehensive details, and diagnosing issues using established procedures and tools. You'll pro-actively keep customers informed of their ticket status and escalate unresolvable tickets to the appropriate resolver groups. Aside from this, we value your continuous learning and growth, so you’ll have opportunities to enhance your skills with new technologies. You’ll also help maintain our knowledge base to keep it up-to-date. Your contributions are vital in achieving individual performance goals as well as participating in Problem Management activities aimed at continual service improvement. Working with multiple time zones, this hybrid position provides a vibrant team environment where you'll have the opportunity to thrive and develop your career in the tech industry. Join Visa today and be part of a mission that uplifts everyone, everywhere!
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Visa Inc. operates as a payments technology company worldwide. The company facilitates commerce through the transfer of value and information among consumers, merchants, financial institutions, businesses, strategic partners, and government entiti...
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