Assoc. Service Desk Analyst

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.

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

Basic Qualifications:
• Bachelors degree, OR 3+ years of relevant work experience

Preferred Qualifications:
• 2 or more years of work experience
• 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

Education:
• Completed at least two years of College education or equivalent IT / technical training
• CompTIA A+ or Microsoft Professional Certification a plus

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.