Help Desk

Infinite Computer Solutions

Town of Texas (WI)

On-site

USD 42,000 - 62,000

Full time

14 days+

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Job summary

Fiserv is seeking a Help Desk Analyst to handle inbound calls from clients and vendors, diagnose ATM faults, and provide basic troubleshooting steps. You will monitor ATM status, coordinate with branch staff, and dispatch vendors when remote resolution isn’t possible. Strong customer service and communication skills are essential.

The role requires familiarity with IP/telecommunications, computer hardware basics, and proficiency with Microsoft Office; flexibility in scheduling is needed.

Qualifications

Basic knowledge of IP information and telecommunications.
Basic knowledge of computer components (Hard Drive, Motherboard, RAM, Network Adapters).
Customer service experience to deliver excellence.
Strong work ethic; be available for the next call in queue, and escalate tickets timely.
Experience with Microsoft Office Suite (Excel, Word, OneNote).

Responsibilities

Monitor ATM hardware faults and telecommunication failures.
Troubleshoot basic ATM hardware and telecommunication problems.
Receive inbound calls from clients and vendors; provide basic troubleshooting steps.
Dispatch hardware vendors when unable to resolve ATM issues remotely.
Document all call interactions and update tickets accordingly.

Skills

Customer service

Written communication

Verbal communication

Issue analysis

Strong work ethic

Flexible schedule

Education

High School Diploma

Graduate

Tools

Excel

Word

OneNote

Job description

Job Description

What does a successful Help Desk Analyst do at Fiserv:

This position is responsible for receiving inbound phone calls from client/vendors and providing ATM Status and ATM Fault support. Identify Client's issues, make outbound calls for updates, and initiate troubleshooting processes to ensure minimal disruption to ATM availability. Our goal is to resolve issues related to ATMs in faulted conditions promptly and efficiently, ensuring smooth operations and client satisfaction.

What You Will Do

Monitor ATM Hardware faults and telecommunication failures.
Troubleshoot basic ATM hardware and telecommunication problems.
Receiving inbound calls from Clients and Vendors. Help answer questions and provide basic troubleshoot steps when needed.
Initiate calls to branch staff, who serve as First Line contacts, to notify them of ATM Faults and provide guidance.
Dispatch hardware vendors to the site when unable to resolve ATM issues remotely, ensuring timely resolution of faulted atm condition
Document all inbound and outbound call interactions.
Submit productivity worksheets daily to show your interactions throughout the work week.
Note down guidance and troubleshoot steps taken within tickets and take proper actions with the incident statuses.
Navigate through the ticketing system, Utilize Internal Procedures to upscale/resolve ATM faults.
Send remote commands to ATMs to resolve faults remotely and document the commands sent within the incident.
Answer Client emails. Analyze the customer's request and communicate effectively.

What You Will Need To Have

Basic knowledge of IP information and telecommunications.
Basic Knowledge of Computer components. (Hard Drive, Motherboard, RAM, Network Adaptors, etc.)
Customer Service Experience to deliver excellence to our customers.
A strong work ethic. Be available for the next call in queue, consistently make outbound calls, move/escalate tickets, and completing tasks in a timely manner.
Experienced with Microsoft Office Suite. Particularly - Excel, Word, and OneNote.
Effective written and verbal communication skills to reduce downtime, and answer customer requests.
Be able to successfully analyze issues, focus on details, use process of elimination, and resolved problems for our customers.
Required to work a flexible schedule.
High School Diploma is required.

What Would Be Great To Have