Work Station Support Analyst

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 and end user support first. As part of this strategy, we are consolidating several 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 we are responsible for. As a member or the End User Systems Support team, the Workstation Technical Support Analyst will be responsible for providing support for the systems, services and tools utilised by Visa Inc’s staff. The successful candidate will be a technically versed resource with excellent customer service skills.

The Technical Support Analyst offers 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 selected candidate will collaborate with a dynamic and evolving global team tasked with continuously enhancing the efficiency and effectiveness of support for our end-user environment. They will also work closely with key stakeholders in our Hong Kong office and must consistently provide updates on the site's progress. They should also possess the ability to work independently as they will be the sole on-site IT resource at this location.

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 to next level group when appropriate.
• Perform daily sweeps following defined procedures to ensure all conferencing equipment is functioning properly
• Effectively question end users to collect information and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues
  Interact with end users in person, via telephone, e-mail, IM/chat, and social tools, to provide technical support
• Prioritize incidents and complaints to assure all SLOs are meet
• Maintain incident records and resolution detail utilizing ITSM Ticketing tool, Service Now
• Troubleshoot incidents and document resolution notes with root cause analysis
• Utilize all technical resources to solve end user incidents
• 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 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
• Communicate and provide knowledge transfer to 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 an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.

Requirements

Basic Qualifications
Strong experience in providing exceptional customer service
2 years of relevant work experience with a bachelor’s degree or an Advanced Degree
Intermediate level Networking connectivity knowledge and troubleshooting
Intermediate level experience in Installation, configuration, and support of local and LAN printers

Preferred Qualifications
• Proven track record in delivering customer service excellence
• 4-6 years of experience as a technician supporting over 300 users with the following:
• installation, configuration, and support of PC, Mac, telephony, mobile, and voice/video hardware/software
• hands-on support for all operational aspects of voice, video and unified communications support including, but not limited to, assigning phones, assisting with meeting scheduling, etc. supporting and troubleshooting Windows 11, 10, MS Office 365 suite, OSX (current release and prior release), iOS, Android
• Excellent interpersonal skills
• Active listening to end user needs, issues, complaints
• Ability to communicate effectively with wide variety of users, and technical teams
• Ability to support, and explain technical concepts to users at various levels of technical proficiency
• Effectively manage difficult or volatile situations
• Effective collaboration with peers and other groups
• Empathetic and patient
• Effective problem solving:
• Ability to effectively perform issue isolation and resolution in order to minimize downtime
• Ability to assess, analyze and research technical situations and provide viable alternatives
• Able to read and understand technical manuals, procedures, and OEM guide
• Ability to schedule and prioritize
• Ability to learn new technologies and procedures quickly.
• Effectively deal with senior members of the business and provide regular feedback to site stakeholders and management.

• Exposure to Service Now and Office 365 Co Pilot
• Understanding Power BI would be an advantage.
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