Helpdesk Analyst

Job Description

Why Verifone

For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.

Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third-party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it's developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.

Position Summary:

The IT Helpdesk Analyst provides first-line technical support via phone, email, and Teams troubleshoot issues, maintain systems, escalate unresolved cases, and document solutions while ensuring excellent customer service

Essential Duties and Responsibilities:

- Serve as the first contact with customers who need technical assistance via the phone / email / Teams and the Ticket system.
- Respond to and investigate customer/end-user inquiries, concerns and issues in a timely and courteous manner
- Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and Verifone Systems.
- Perform troubleshooting using different diagnostic techniques and resolve technical hardware and/or software issues
- Escalating issues as needed and maintaining communication with the customer and Technical teams through resolution and assuring SLA's are being met through support groups
- Redirect unresolved issues to the next level of support personnel and follow up
- Provide needed information on IT products or services.
- Keep record of problems and their resolution
- Follow-up with customers
- Provide feedback on processes and make recommendations on areas to improve.
- Maintain technical documentation (KB's) and service catalog on installation of software, configuration of hardware and problem troubleshooting.
- Suggest improvements on procedures.

Qualifications and Skills:

- Previous working experience as an IT Help Desk Technician for 2-3 year(s)
- Good experiences about basic troubleshooting of Laptop/Desktop, Printers, MFP devices
- Expertise in Windows 10/11 OS Support
- Expertise in Active Directory (Account Management)
- Basic experiences MS Exchange / O365 ECP
- Basic experiences Microsoft Intune / Entra ID basic experiences
- Hands on experience in ServiceNow or another Ticket system (basic ticket handling)
- Good expertise with Microsoft M365 App support like Outlook, Word, Excel, and Teams

Physical Requirements:

- Ability to understand customer issues and route to appropriate team.
- Friendly attitude/nature
- Should be flexible for voice support.
- Must be a strong cross-team collaborator.
- Requires the ability to thrive in a demanding, fast paced 24.7.365 operations support environment.
- Speak and write English fluently.

Our commitment

Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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