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.