Senior Help Desk Analyst
Dublin, OH
January 23, 2017
Position Type:
Full Time
Customer Service
Position Description

Find Your Forward as a Senior Help Desk Analyst at Fiserv, a FORTUNE™ 500 member, and join the industry leader in financial services technology. With more than 22,000 associates around the world, we’re pushing the boundaries of what’s possible in financial services with deep expertise and a commitment to innovation. We support our team with a collaborative work environment that values leadership and new ideas. Members of our Help Desk team thrive on this environment to build the solutions that power more than 13,000 banks and businesses worldwide.

In this role, you’ll help build the technology responsible for our core services. Your work will influence the success of companies across the world. Members of our Technology team are experts in the field, working to evaluate and improve today’s systems while building tomorrow’s. 

Position Purpose:

  • A Corporate Systems Technology Help Desk Analyst is responsible for providing 1st Tier Support for Fiserv's internal systems and business processes. 
  • The analyst will capture and document the details of issues reported and the troubleshooting steps taken to resolve problems, or escalate to an appropriate team if unresolvable, by using the ticketing system which manages and tracks requests and incidents.
  • The analyst must be able to adjust to a rapidly changing environment and have excellent interpersonal, communication (both verbal and written) and problem solving skills.
  •  The senior analyst acts a resource for other members of the team and requires limited supervision.
  • The ideal candidate will have a balance of customer service skills as well as an aptitude for the technical nature of the position.

Essential Job Responsibilities: 

1. Provide Tier 1 technical support for computer hardware and software issues, including direct and remote network connectivity

2. Provide Tier 1 technical support for mobile devices, including iphones, Blackberries and tablets

3. Administer active directory, mainframe, and other user accounts as applicable

4. Capture and document the details of an issue and troubleshooting steps taken in order to escalate the issue or document the resolution; use a ticketing system to track and manage requests

5. Interact with peers and Tier 2 teams for knowledge sharing, research, and  updates

6. Proactively identify potential issues in the enterprise environment; alert incident management and peers as appropriate

7. Process service requests, including remote software installations, access requests, and RSA token distribution

8. Develop troubleshooting guides and procedures for knowledgebase articles

9. Monitor call queues and manage work schedules

The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.

Required Qualifications:


  • Bachelor's degree, preferred


  • A+ Certification, preferred
  • ITIL Foundations, preferred

Job Related Experience:

  • Minimum 5 years technology support experience
  • Information Technology customer service experience
  • Experience in supporting  Microsoft Windows (Server/Workstation) and mainframe environments
  • Experience with wired and wireless networking, including Virtual Private Network (VPN) remote connectivity
  • Experience with MS O365 and Outlook
  • Knowledge of Microsoft Active Directory administration
  • Familiarity with mobile device technologies
  • Knowledge of  incident management and service request fulfillment processes
  • Experience with Automatic Call Distribution technology and reporting

Additional Skills/Knowledge:

  • Proficient verbal and written communication skills
  • Ability to multi-task and adapt to a rapidly changing environment
  • Possess a sense of urgency and be able to prioritize work
  • Aptitude in understanding technical concepts and learning new technologies
  • Flexibility and reliability relative to work schedules

A little about us:

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