Technical Support Representative I Service Desk

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

General Equivalency Diploma

Travel Percentage :

0%

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we'd like to ask you: Are you FIS?

Role location: Hybrid (three days in-office, two days virtual)

Job Summary :

Provide day-to-day technical support for network infrastructure and desktop systems software and hardware to ensure proper operation of technology applications and equipment.

What You Bring:

• Must be willing to work on a hybrid setup (twice a week onsite). Office location is at Ecoplaza Bldg, Makati City or IT Park, Cebu City
• Must be willing to work on shifting schedules
• Candidates with no Service Desk experience but with TSR experiences and good communication skills are welcome to apply.
• Risk and/or Fraud Analyst experiences is a plus
• Nice to have skills/tools/experience: Base2000, Fraud Tools, Remote Desktop, Fraud Customer experience, ServiceNow, Active Directory, Incident and Request management covering password reset, user administration
• At least more than a year of experience in IT Helpdesk or more than 2 years experience in Technical Support role
• Non-Bachelor's Degree holders and College Undergraduates with relevant experience are welcome to apply
• 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.
• Experience in MS Office and using basic software applications.
• 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.
• Knowledge of the card payments industry preferred
• Transaction Processing and Banking
• Offline Ticket Handling
• Triage skills

What You Will Be Doing:

• Track and update tickets to the clients SLA's and internal OLA's
• Meets standards of job, such as quality standards, adherence to average handling time, attendance and timekeeping
• Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components.
• Work a multi-client, multi-line of business mailbox ensuring that emails are worked quickly, accurately and within KPIs
• Provides technical support activities for a software production processing environment
• Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.
• Asks probing questions to gather relevant information on routine and complex calls.
• Uses effective listening skills to develop understanding of client questions or issues.
• Maintains passwords, data integrity and file system security for a variety of applications
• 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 organizational skills and ability to handle multiple tasks and meet deadlines
• Ability to utilize judgment in decision making process and decisions related to job tasks
• General business skills, industry knowledge, financial management and planning skills
• Team skills, including the ability to establish and maintain effective working relationships with teams based in other locations
• Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
• Communicate confidently with clients and internal users using Microsoft Teams, email and software tools.
• 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.
• Enhanced first line skills such as interrogation of logs for errors, understanding how applications interface in a complex environment.
• Good understanding of IT Infrastructure, hosted systems and Active Directory.
• 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.
• Carry out system checks and fraud monitoring, notify support teams of problems.
• Improve or maintain existing procedures within our ServiceNow knowledge base.
• User maintenance on a variety of systems using strict logical access procedures.
• Participate in team projects that enhance the quality or efficiency of the Service Desk.
• Leading conference calls with internal support teams to set and manage expectations, to provide status updates on outstanding incidents, and to discuss forthcoming environment changes.
• Updating operational and technical documentation together with product user guides as required.
• Work within the scheme compliance and regulatory frameworks.
• Responsible for the prevention and detection of potential fraud across all payment channels by reviewing customers' accounts
• Monitor fraud alerts daily and take necessary action to protect clients
• Identify fraud patterns through the monitoring of high-risk clients
• Contribute to the creation of fraud rules by providing analytical data to support decisions
• Ensure information flow and deliverables are met to mitigate fraud by facilitating weekly calls with external card fraud analyst at processor
• Accurately document all actions taken on a case
• Verify activities through outbound calls and/or send "Potential Fraud Alert" e-mails to customers
• Responsible for reconciling debit card fraud disputes claims with the Master Fraud Transactions
• Provide support to the Operational and Business units of the organization on fraud related matters
• Regularly prepare reports for the bank's Risk Management Organization
• Responsible for maintaining knowledge of fraud situation in the industry
• Report risk information and findings to the immediate supervisor in a timely manner
• Actively participate in team meetings; share information and make suggestions for improvements to fraud operations.

What we offer you :

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Flexible and creative work environment
• Diverse and collaborative atmosphere
• Professional and personal development resources
• Opportunities to volunteer and support charities
• Competitive salary and benefits

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.