Service Desk Analyst
3 weeks ago
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 teamthat is open, collaborative, entrepreneurial, passionate and above all fun.
**Please note - this is a junior level role that only requires 1 - 2 years experience or less.**
**About the role**:
This position involves adding value towards Incident progression/resolution, request fulfilment and will also require an element of data reconciliation capability. A Service Desk Analyst will perform accurate ticket triage and resolve at first line of contactwhere possible, supporting Incidents and queries or quickly escalating to the correct support team.
There is also a wide range of user fulfilment, including but not limited to, Password Resets, User Access Administration and Access control. Access control may also include providing samples for various internal audits.
**What you will be doing**:
- First point of contact for circa 200 clients, internal IT and business users of IT services.
- First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.
- Ticket ownership which includes keeping clients and users informed of progress, tracking and escalating issues as necessary.
- Daily operational tasks (e.g. mainframe checks, SQL queries, data reconciliation).
- When unable to resolve incidents/requests efficiently, able to confidently escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge and document into the knowledgebase for the wider team.
- Full end to end Access Control including Password Resets, Unlocks and User Administration.
- Meets standards of job, such as quality standards, adherence to average handling time, attendance, and timekeeping.
- Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.
- Asks probing questions to gather relevant information on routine and complex tickets.
- Communicates highly technical information to both technical and nontechnical personnel.
- Troubleshoots Client/Vendor Incident and request, identifies the root cause of them and uses tools and resources appropriately to determine how to resolve customer problems?
- Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public
- Good organisational skills and ability to handle multiple tasks and meet deadlines
- Team skills, including the ability to establish and maintain effective working relationships with teams based in other locations
- Prioritises and escalates support incidents and requests based on business impact and documented guidelines.
- First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.
- Track and progress all tickets to resolution, including taking responsibility for the issue and following escalation and handover procedures within SLA timescales to the required standard.
- Improve or maintain existing procedures within our ServiceNow knowledge base.
- User maintenance on a variety of systems using strict logical access procedures.
- Carry out auditing and operational review activities to ensure FIS remains compliant.
- Participate in team projects that enhance the quality or efficiency of the Service Desk.
- Updating operational and technical documentation together with product user guides as required.
- Work within the scheme compliance and regulatory frameworks.
**What you bring**:
- Ability to work both independently and in a team environment
- Use of Incident/Service request tooling, ServiceNow preferable but not essential
- Excellent customer service skills that build high levels of customer satisfaction
- Good oral and written communication skills in English including documentation writing.
- Educated to at least GCSE English Grade A-C.
- Experienced in 1st line support with previous exposure to a call logging system is preferred
- E.g. Service Desk experience or similar (Help Desk, Call Centre, IT Operations).
- Some knowledge of ITIL Service Desk and Incident Management.
- Good attention to detail and ability to extract the relevant information from callers.
- Good analytical skills.
- Ability to query in SQL and basic UNIX skills.
- Offline Ticket Handling
**What we offer you**:
- A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
- A broad range of professional education and personal development possibilities - FIS is your final career step
- A competitive salary and benefits
- The chance to work on some of the most challenging, relevant issues in financial services & technology
- A work environment built on collaboration, flexibility and respect
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