Help Desk Associate()

2 weeks ago

Andheri, Maharashtra, India Fiserv Full time US$ 40,000 - US$ 80,000 per year

We at FISERV are hiring for ATM Helpdesk Associate

Please find below JD for your reference:-

What does a successful Help Desk Tier II Analyst do at Fiserv:

This position is responsible for receiving inbound phone calls from Internal & External partners and providing necessary technical support to mitigate/resolve ATM Hardware, Software or Communication related issues. Effective communication during the incident resolution cycle to internal & external stakeholders. Our goal is to resolve issues related to ATMs in faulted conditions promptly and efficiently, ensuring smooth operations and client satisfaction.

What you will do:

  • Monitor ATM Hardware faults and telecommunication failures.
  • Troubleshoot ATM hardware, Software and telecommunication problems.
  • Receiving inbound calls from Clients and Vendors. Help answer questions and provide advanced troubleshooting resolution steps as needed.
  • Dispatch hardware vendors to the site when unable to resolve ATM issues remotely, ensuring timely resolution of faulted atm condition
  • Leverage existing tools (i.e. Device Manager) & Processes to act and report upon Clients ATM fleet and engage appropriate stakeholders for service/resolution.
  • Send remote commands to ATMs to resolve faults remotely and document the commands sent within the incident.
  • Interaction with Internal & External Service Partners (Die>
  • Read/Review/Respond to Client emails within SLA. Analyze the customer's request and communicate effectively.

What you will need to have:

  • A strong work ethic and self-motivated.
  • Knowledge of IP information and telecommunications.
  • Knowledge of Computer components. (Hard Drive, Motherboard, RAM, Network Adaptors, etc.)
  • Knowledge of the financial services and/or the ATM industry.
  • Customer Service Experience to deliver excellence to our customers.
  • Experienced with Microsoft Office Suite. Particularly - Excel, Word, and OneNote.
  • Effective written and verbal communication skills to reduce downtime, and answer customer requests.
  • Be able to successfully analyze issues, focus on details, use process of elimination, and resolved problems for our customers.
  • Required to work a flexible schedule.
  • High School Diploma is required.

What would be great to have:

  • Call Center Experience.
  • Understanding of Computer Hardware.
  • ATM Software/Model knowledge.
  • Experienced with configuring routers and troubleshooting network connectivity.
  • Ability to type 60+ words per minute.
  • Knowledge of TLS/SSL connectivity.

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