Associate Help Desk Analyst

About the role

Join Visa's Corporate IT transformation as an Associate Help Desk Analyst, providing first‑line support to end users across a global organization. You will ensure timely resolution of incidents and maintain high customer satisfaction while working in a hybrid environment.

Key responsibilities

• Respond to and resolve Service Desk tickets from multiple channels, logging complete information and assigning appropriate priority.
• Diagnose issues using documented procedures and approved tools, keeping users updated on ticket status.
• Escalate unresolved tickets to the correct resolver groups or vendors and notify management of major incidents.
• Confirm customer satisfaction before closing tickets and contribute to knowledge‑base updates.
• Participate in Problem Management and Continual Service Improvement projects, and act as deputy to the Team Lead.

Required profile

• Bachelor’s degree or 3+ years of relevant experience.
• Minimum four years of experience as an IT Service Desk analyst supporting corporate users.
• Strong analytical, problem‑solving and communication skills.
• Ability to work across time zones to support 24x7x365 operations.

Required skills

• Experience with Microsoft Windows 7/10, macOS, Android & iOS devices.
• Proficiency in Microsoft Office, Office 365, Outlook, and MS Exchange.
• Knowledge of Active Directory user and group management.
• Familiarity with remote support tools such as Remote Desktop, LogMeIn, TeamViewer, Bomgar.
• Understanding of basic networking (TCP/IP, DNS, DHCP, Wi‑Fi, VPN).