Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
Provide support to key NA clients, vendors, and internal stakeholders primarily via our ticketing system (ServiceNow), email and outbound calls.
A Service Desk Analyst will perform accurate ticket triage and resolve at first line of contact where possible, supporting Incidents and queries or quickly escalating to the correct support team.
There is also a wide range of user fulfilment, including but not limited to, Password Resets, User Access Administration and Access control.
Monitor agents on various channels such as Voice and Offline tickets.
Coach agents on a regular basis discussing performance, strengths and AFI’s.
Schedule calibration sessions with Operations and leadership team and create a platform for addressing service desk concerns.
Conduct analysis on QA and CAT performance through weekly and monthly reports.
Identify process improvement ideas derived from QA evaluations, onshore feedback and client complaints.
Collaborate with stakeholders on items needing assistance such as KB updation, training gaps and performance management.
First point of contact for circa 150 clients, internal IT and business users of IT services.
First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.
Ticket ownership which includes keeping clients and users informed of progress, tracking and escalating issues as necessary.
Daily operational tasks (e.g. mainframe checks, SQL queries, data reconciliation).
Provide English language service by phone and email.
When unable to resolve incidents/requests efficiently, able to confidently escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge and document into the knowledge base for the wider team.
Full end to end Access Control including Password Resets, Unlocks and User Administration.
Track and update tickets to the clients SLA’s and internal OLA’s
Meets standards of job, such as quality standards, adherence to average handling time, attendance and timekeeping
Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components.
Work a multi-client, multi-line of business mailbox ensuring that emails are worked quickly, accurately and within KPIs
Provides technical support activities for a software production processing environment
Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.
Asks probing questions to gather relevant information on routine and complex calls.
Uses effective listening skills to develop understanding of client questions or issues.
Maintains passwords, data integrity and file system security for a variety of applications
Communicates highly technical information to both technical and nontechnical personnel.
Troubleshoots Client/Vendor Incident and request, identifies the root cause of them and uses tools and resources appropriately to determine how to resolve customer problems
Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public
Good organizational skills and ability to handle multiple tasks and meet deadlines
Ability to utilize judgment in decision making process and decisions related to job tasks
General business skills, industry knowledge, financial management and planning skills
Team skills, including the ability to establish and maintain effective working relationships with teams based in other locations
Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
Communicate confidently with clients and internal users using Microsoft Teams, email and software tools.
First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.
Enhanced first line skills such as interrogation of logs for errors, understanding how applications interface in a complex environment.
Good understanding of IT Infrastructure, hosted systems and Active Directory.
Track and progress all tickets to resolution, including taking responsibility for the issue and following escalation and handover procedures within SLA timescales to the required standard.
Carry out system checks and notify support teams of problems.
Improve or maintain existing procedures within our ServiceNow knowledge base.
User maintenance on a variety of systems using strict logical access procedures.
Carry out auditing and operational review activities to ensure FIS remains compliant.
Participate in team projects that enhance the quality or efficiency of the Service Desk.
Leading conference calls with internal support teams to set and manage expectations, to provide status updates on outstanding incidents, and to discuss forthcoming environment changes.
Updating operational and technical documentation together with product user guides as required.
Work within the scheme compliance and regulatory frameworks.
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
