help desk AnalystVisa

Company Description
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
Job Description
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
Participate in regular connect sessions with various resolver groups to identify opportunities in ticket handling and streamline processes to update troubleshooting procedures and improve time to resolve.
Assist in analyzing ticket data, brainstorm on gaps observed and propose actions to address findings.
Perform the role of a subject matter expert and assist in complex queries and issues that will require in-depth review and utilization of resources available before escalating to another support group.
Position is required to work various time zones, in support of 24x7x365 support requirements
Qualifications
Exceptional analytical & customer service skills
Has expertise on one or more of the supported domains or technologies (e.g. MS Exchange, System Administration, Business Application Support, MDM, etc.)
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, Mobile Devices (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
Experience using remote support tools e.g. Remote Desktop, LogMeIn, Team Viewer, Bomgar, etc.
Minimum four years of work experience as IT Service Desk analyst supporting end users of Corporate IT services and apps
Education:
Completed at least two years of College education or equivalent IT / technical training
CompTIA A+ or Microsoft Professional Certification a plus
Additional Information
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.
Visa

Pasay City, Metro Manila
Permanent
Full-time