Client Services Analyst I

FIS; York and North Yorkshire; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Private medical cover

Dental cover

Life cover

Flexible, international environment

Career development

Job summary

FIS is seeking an Experienced Helpdesk Support professional in the United Kingdom to provide first level support to clients, log issues, and maintain strong relationships. You will handle inquiries from multiple sources and coordinate with internal teams to restore services.

Key duties include gathering information to define problems, creating tickets, basic technical support like password resets, escalating when necessary, and monitoring systems during outages to notify clients of issues.

Qualifications

• High School Diploma or Equivalent.
• Typically No Relevant Experience Required.
• Bachelor's Degree in Computer Science or technical field (preferred).
• Typically Minimum 2 Years Relevant Exp. (preferred).
• Previous Helpdesk or Customer Service Exp.

Responsibilities

• Receive client issues through multiple sources (phone, email, Client Portal) and generate tickets for tracking; notify resources to resolve issues.
• Provide initial/basic technical support (e.g., password resets) and escalate when needed; become familiar with systems.
• Verify systems during/after outages; monitor client-facing applications and notify clients of potential issues.

Skills

Excellent communication skills

Problem solving

Education

Bachelor's Degree

Job description

Type Of Hire

Experienced (relevant combo of work and education)

Position Type

Full time

Type Of Hire

Experienced (relevant combo of work and education)

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.

About The Role

Provide first level support to FIS clients for initial engagement through the documentation and logging of reported issues and questions. Help ensure accurate and timely client assistance to maintain and improve the organization's customer relationships. Interacts with multiple teams to help restore service and/or identify and correct core problems as needed.

What You Will Be Doing

• Receive client issues through multiple sources (via phone, email and Client Portal) and assist with gathering and review of the information to help define the problem and determine the ultimate impact. Generate tickets as needed for tracking purposes and notify appropriate resource(s) to resolve client issues as needed
• Assist with providing initial/ basic technical support (e.g., resetting passwords for multiple applications) for external clients. Escalate issues requiring more experience and in-depth knowledge. Become familiar with company systems/ client operating systems while observing external and internal client meetings
• Verify systems during and after scheduled outages/ maintenance including screens, web sites, and other company managed data for clients as directed. Assist with monitoring of client facing applications and systems and notify clients about potential issues or missed deliverables

What You Bring

Minimum Qualifications

• High School Diploma or Equivalent
• Typically No Relevant Experience Required

Preferred Qualifications

• Bachelor's Degree
• Computer science or technical field
• Typically Minimum 2 Years Relevant Exp
• Previous Helpdesk or Customer Service Exp
• Skills / Knowledge - Acquire and apply job skills and learn company policies and procedures to complete assigned routine tasks
• Job Complexity - Work on assignments that are routine to semi-routine in nature, requiring limited decisioning outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making
• Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision
• Communication Skills - Excellent communication skills
• Problem Solving Skills - Must be able to help coordinate issue resolution through engagement of appropriate support teams

What We Offer You

• A competitive salary and a comprehensive range of benefits, including private medical cover, dental cover and life cover;
• A varied role with a high degree of responsibility and broad opportunities to make an impact;
• A modern, flexible and international working environment, supported by a dedicated and motivated team;
• A broad range of professional education and personal development opportunities to support your career growth

Privacy Statement

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.

Sourcing Model

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.

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