Technical Support Analyst – Workstation Support Analyst

VisaCorporate IT (CTS) group has embarked on a major transformation journey. We are transforming ourselves into a true engineering organization where we put customer experience and end user support first. As part of this strategy, we areconsolidatingseveral of our Operational functions into a single area focused on providing world-class operational support to our end users. This change is geared towards rethinking how we provide Operational support for the services under our responsibility. As a member or the End User Systems Supportteam,theAssociateWorkstationTechnicalSupportAnalystwillbe responsibleforprovidingsupportforthesystems, servicesand toolsutilizedby Visa Inc.’sstaff. The successful candidate will be a technically versed resource with excellent customer service skills.

The Technical Support Analyst provides hardware and software support to our workstations (both physical and virtual), mobile wireless devices, voice & video equipment, end user solutions like Office 365, and Endpoint security tools. The successful candidate will work with a dynamic and evolving global team charged with continuously improving the efficiency and effectiveness of support for our end user environment.

Essential Functions:

• Consistently provide an exceptional, pleasant and courteous service to all End Users

• Provide 2nd level support for escalated workstation and mobile related issues and requests 

• Provide the day-to-day operational support for incidents, adds/moves/change for voice and video conferencing, and AV equipment and escalating when appropriate.

• Perform daily sweeps following defined procedures to ensure all  conferencing equipment is functioning properly and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues

• Effectively interact with end users to collect information

• Interact with end users in person, via telephone, e-mail, IM/chat to provide technical support

• Prioritize incidents and complaints to ensure all SLA's are meet 

• Maintain incident records and resolution detail utilizing ITSM Ticketing tool, Service Now 

• Consult Sr. Technicians and utilize all technical resources to solve customer problems 

• Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues

• Escalate hardware repairs to third party providers as needed 

• Effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions 

• Installation of workstation, telephony, and mobile hardware/software as required 

• Provision and prepare workstations using standard images 

• Setup and install new workstations, loaners and other workstation related equipment 

• Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed 

• Consult Sr. Technicians in creating knowledge articles to share with other agents/technicians on issues/problems and resolution 

• Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities

• Other duties and special projects as assigned 

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.