Associate Help Desk Analyst
Core
Provide Level 1 IT support to corporate end users across multiple channels, ensuring timely resolution and high customer satisfaction.
Role type
Associate Help Desk Analyst (Level 1 Support) (via careerplan.io/jobs/REF088974W-associate-help-desk-analyst-at-visa)
Builds
IT services and applications for corporate employees
Domain
Corporate IT / End User Support
Required skills
ticketing systems, remote support tools, MS Exchange, Active Directory, Windows troubleshooting, Mac troubleshooting, mobile device support (Android/iOS), Office 365, network basics (TCP/IP, DNS, DHCP), VPN, Wi-Fi, printer administration
Preferred skills
CompTIA A+, Microsoft Professional Certification, team supervision experience, analytical skills, problem-solving
Technologies
Remote Desktop, LogMeIn, Team Viewer, Bomgar, Skype, Jabber, Outlook, LAN printers
Responsibilities
Log and categorize support tickets, diagnose issues using documented procedures, escalate non-resolvable tickets, notify management of major incidents, update knowledge base articles, participate in problem management and continual service improvement, conduct team huddles as deputy to Team Lead
Seniority
Associate, individual contributor