Associate Help Desk Analyst

Visa; Bogotá ciudad; Hybrid; COP 24,000,000 - 42,000,000; Full time

Job summary

Visa Corporate IT (CIT) is consolidating Level 1 support into a single organization to deliver improved end-user experience. The Associate Help Desk Analyst will provide timely support, diagnose issues, and log tickets across channels while collaborating with vendors and resolver groups.

You will work in a hybrid model with three days in the office weekly and participate in continuous learning and knowledge-base contributions. Strong communication and customer-service skills are essential.

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 using remote support tools (Remote Desktop, LogMeIn, Team Viewer, Bomgar).

Responsibilities

• Provide timely responses and resolutions to Service Desk contacts across channels.
• Log tickets with complete information and assign priority and category.
• Diagnose using documented procedures and approved tools.
• Keep customers updated on ticket status.
• Assign tickets to resolver groups or vendors when needed.
• Notify management about Major Incidents.
• Confirm customer satisfaction before closing tickets.
• Learn and train on new technologies supported by the Service Desk.
• Keep knowledge base articles up to date.
• Meet and exceed performance goals.
• Participate in Problem Management and Continual Service Improvement.
• Serve as deputy to Team Lead and assist with team huddles.
• Support 24x7x365 operations across multiple time zones.

Skills

Analytical skills

Customer service

Interpersonal skills

Communication skills

Problem solving

Education

Bachelor's degree

Two years college / IT training

CompTIA A+ or Microsoft cert

Tools

Remote Desktop

LogMeIn

TeamViewer

Bomgar

Job description

About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

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.

What You'll Do

• 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. Expectation of 3 days in office per week.

Qualifications

Basic Qualifications

• Bachelors degree, OR 3+ years of relevant work experience
• Has expertise on one or more of the supported domains or technologies (e.g. MS Exchange, System Administration, Business Application Support, MDM, etc.)
• Experience using remote support tools e.g. Remote Desktop, LogMeIn, Team Viewer, Bomgar, etc.

Preferred Qualifications

• Exceptional analytical & customer service skills
• Completed at least two years of College education or equivalent IT / technical training
• CompTIA A+ or Microsoft Professional Certification a plus
• Foundation knowledge on team handling and supervision (some Team Lead or deputy Team Lead experience a plus)
• Strong interpersonal skills, verbal and written communication skills.
• Ability to interact effectively with customers, vendors, peers and management via multiple communication channels
• Strong problem-solving skills and decision‑making ability
• Troubleshooting knowledge for Microsoft Windows 7 / 10, Mac, MobileDevices (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
• Minimum four years of work experience as IT Service Desk analyst supporting end users of Corporate IT services and apps

Visa is an EEO Employer

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.