Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team.
Visa Corporate IT (CIT) group has embarked on a major transformation journey. We are transforming ourselves into a true engineering organization where we put customer experience first. With this in mind, we are consolidating our Level 1 support teams across Corporate IT into a single organization and rethinking the way 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 be responsible for providing exceptional end user experience while providing support for IT services and apps.
Reports to: IT Service Desk Team Lead
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
• Position is required to work various time zones, in support of 24x7x365 support requirements
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
