Help Desk Analyst
Pasay, NCR, PH
3d ago

Company Description

As the world’s leader in digital payments technology, Visa’s mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive.

Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second.

The company’s dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere.

As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace.

We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You’re an Individual. We’re the team for you. Together , let’s transform the way the world pays

Job Description and 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
  • Qualifications

    Basic Qualifications :

  • 2 years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
  • Preferred Qualifications :

  • 3 or more years of work experience or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
  • 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 social skills, verbal and written interpersonal skills. Ability to communicate with customers, vendors, peers and management via multiple communication channels
  • Strong analytical 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.
  • Experience as IT Service Desk analyst supporting end users of Corporate IT services and apps
  • CompTIA A+ or Microsoft Professional Certification a plus
  • Additional Information

    Work Hours This position requires the incumbent to be available during core business hours.

    Travel Requirements This position requires the incumbent to travel for work less than 10% of the time.

    Mental / Physical Requirements This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arms, and bend or lift up to 25 pounds.

    Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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