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IT Support Specialist
hace 2 meses
Visa Corporate IT is undergoing a major transformation, shifting towards a customer-centric engineering organization. As a member of the End User Support Help Desk team, the Associate Help Desk Analyst will be responsible for delivering exceptional end-user experiences while providing support for IT services and applications.
Key ResponsibilitiesEnsure customer satisfaction by providing timely responses and resolutions to contacts made to the Service Desk from various support channels.
Log contacts with complete information into the ticketing tool and assign them with appropriate categories and priorities.
Perform diagnoses using documented procedures, troubleshooting techniques, and approved tools.
Keep customers proactively updated on the status of their tickets.
Assign tickets that are not resolvable by the Service Desk to the correct resolver groups or vendors.
Notify management about reported or potential Major Incidents.
Confirm 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 in Problem Management activities and Continual Service Improvement projects.
Serve as a deputy to the Team Lead and help conduct team huddles.
Work various time zones to support 24x7x365 support requirements.
Basic Qualifications:
• Bachelor's degree or 3+ years of relevant work experience
Preferred Qualifications:
• 2 or more years of work experience
• Exceptional analytical and customer service skills
• Expertise in one or more supported domains or technologies (e.g., MS Exchange, System Administration, Business Application Support, MDM, etc.)
• Foundation knowledge of 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
• 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 an 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
