Sorry, the offer is not available,
but you can perform a new search or explore similar offers:

Tele-Collector

PrimeAlliance Recovery Mgt., Inc. are seeking a highly motivated and detail-oriented Collector to join our team. As a Collector, you will be responsible for ...


From PRIMEALLIANCE RECOVERY MANAGEMENT INC - National Capital Region

Published 13 days ago

Workday Hcm Consultant

Ready to join Accenture's team of empowered people? We're looking for candidates with the following skills and experience for this role. Do you fit the profi...


From Mygwork - National Capital Region

Published a month ago

Seller Support Associate - English

DESCRIPTION:The Seller Support Associate acts as the primary interface between Amazon and our business partners. The Seller Support Associate will be respons...


From Mygwork - National Capital Region

Published a month ago

Regional Capital Accounting Specialist

Must have regional/GBS exposure ?Support the region to alleviate the administrative workload of project managers and speed up the accounting process surround...


From Mygwork - National Capital Region

Published a month ago

Help Desk Analyst

Help Desk Analyst
Company:

(Confidential)


Details of the offer

Company DescriptionVisa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.
When you join Visa, you join a culture of purpose and belonging where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world helping unlock financial access to enable the future of money movement.
Join Visa: A Network Working for Everyone.
Job DescriptionVisa 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
Participate in regular connect sessions with various resolver groups to identify opportunities in ticket handling and streamline processes to update troubleshooting procedures and improve time to resolve.
Assist in analyzing ticket data, brainstorm on gaps observed and propose actions to address findings.
Perform the role of a subject matter expert and assist in complex queries and issues that will require in-depth review and utilization of resources available before escalating to another support group.
Position is required to work various time zones, in support of 24x7x365 support requirements
QualificationsBasic Qualifications:2 or more years of work experience with a Bachelors Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)Preferred Qualifications:3 or more years of work experience with a Bachelors Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)Completed at least two years of College education or equivalent IT / technical trainingCompTIA A+ or Microsoft Professional Certification a plusExceptional analytical & customer service skillsHas 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 channelsStrong 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 ManagementAn understanding of basic network management (TCP/IP, Wireless, DNS, DHCP) including administration of various kinds of network devicesExperience 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 appsAdditional InformationVisa 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.


Source: Jobs4It

Job Function:

Requirements

Help Desk Analyst
Company:

(Confidential)


Built at: 2024-03-29T09:35:39.933Z