# Associate Help Desk Analyst

**Company**: Visa
**Location**: Bogota, CO
**Work arrangement**: hybrid
**Experience**: entry
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/CO---Bogota-Colombia/Associate-Help-Desk-Analyst_REF088974W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a2f07d7f-8f4

## Description

Visa Corporate IT (CIT) group has embarked on a major transformation journey to become a true engineering organization, prioritizing customer experience. We're consolidating our Level 1 support teams into a single organization and rethinking how 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 provide exceptional end-user experience and support for IT services and apps.

Responsibilities:

- Ensure customer satisfaction by providing timely responses and resolutions to Service Desk contacts.

- Log contacts with complete information into the ticketing tool and assign appropriate categories and priorities.

- Perform diagnoses using documented procedures, troubleshooting techniques, and approved tools.

- Keep customers updated on ticket statuses.

- Assign non-resolvable tickets to correct resolver groups or vendors.

- Notify management about reported or potential Major Incidents.

- Confirm customer satisfaction before closing tickets.

- Continuously learn and train on new technologies and products supported by the Service Desk.

- Contribute to updating knowledge base articles.

- 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 requirements.

This is a hybrid position, requiring 3 days in the office per week.

Qualifications:

- Bachelor's degree or 3+ years of relevant work experience.

- Expertise in one or more supported domains or technologies (e.g., MS Exchange, System Administration, Business Application Support, MDM).

- Experience with remote support tools (e.g., Remote Desktop, LogMeIn, TeamViewer, Bomgar).

Preferred qualifications include exceptional analytical and customer service skills, CompTIA A+ or Microsoft Professional Certification, and experience with team handling and supervision.

## Skills

### Required
- MS Exchange
- System Administration
- Business Application Support
- MDM
- Remote Desktop
- LogMeIn
- TeamViewer
- Bomgar

### Nice to have
- CompTIA A+
- Microsoft Professional Certification
- analytical skills
- customer service skills
- team handling
- supervision
- troubleshooting
- network management
- Active Directory
- Windows
- Mac
- Mobile Devices
- Office 365
- Outlook
- VPN
- Internet Connectivity

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Source: [Apply at visa.wd5.myworkdayjobs.com](https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/CO---Bogota-Colombia/Associate-Help-Desk-Analyst_REF088974W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)