Overview
Workstation Support Analyst Jobs in Riyadh, Saudi Arabia at VISA
Company Description
Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the mostinnovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a commonpurpose– to uplift everyone, everywhere by being the best way to pay and be paid.
Make an impact with apurpose-drivenindustry leader. Join us today and experience Life at Visa.
Job Description
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 of the End User Systems Support team, the Workstation Technical Support Analyst will be responsible for providing support for the systems, services and tools utilized by Visa Inc’s staff. 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 Global team isdynamicand evolving charged with continuously improving the efficiency and effectiveness of support for our end user environment.
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 met
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 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 dep…
Title: Workstation Support Analyst
Company: VISA
Location: Riyadh, Saudi Arabia
Category: IT/Tech, Customer Service/HelpDesk
