Service Desk Analyst

**Position Type**:
Full time**
Type Of Hire**:
Experienced (relevant combo of work and education)**
Education Desired**:
General Equivalency Diploma**
Travel Percentage**:
0%
We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS?

**About the role**:
Demonstrates effective customer service with solid soft skills and troubleshooting skills when dealing with external clients and vendors. Can handle a high volume of calls and tickets while consistently maintaining excellent ticket quality. Typically requires one to three years professional work experience. Post high school education preferable.

**About the team**:
The FIS account team is made up of 20+ people that are based in Thailand and a client office. FIS supports different working options, including working in the client office, hybrid working from office/home and remote work.

The role within the technology team requires working within a dynamic environment that is growing fast. The team are involved in the deployment and running CORE Banking Application and maintain our server infrastructure and networks and ensuring we can achieve for our customer’s SLA. The role on offer will be working with the local AIX operations team on our fleet around 50+ servers and will look at maintaining overall environment heath, facilitating complex changes, and getting involved in trouble shooting for the AIX environment. If this sounds like you, we encourage you to apply

**What you will be doing**:

- Ability to provide on-call support and extended working hours when called on and willingness to accept periodic rotation to primary 24hour on-call role, responding within prescribed response times.
- Utilizes soft skills and troubleshooting skills to resolve client issues and questions.
- Asks probing questions to gather relevant information on routine and complex calls.
- Uses effective listening skills to develop understanding of client questions or issues.
- 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 in a timely manner.
- Communicates highly technical information to both technical and non-technical personnel.
- May participate in development of information technology and infrastructure projects.
- Performing account management that includes adding and deleting users, creating new user accounts, and modifying accounts.
- Communicating highly technical information in layman terms to non-technical users.
- Other related duties assigned as needed.
**What you will need**:

- Minimum 3 years of experience as Service Desk Analyst or similar discipline
- Must have Banking management product experience such as PROFILE or Silver Lake
- Basic knowledge of SQL
- Skill in basic diagnostic techniques and corrective actions to resolve day-to-day problem
- Ability to demonstrate interpersonal and teambuilding skills and manage conflict
- Ability to analyze and solve problems using learned techniques and tools including escalation practices
- Team skills, including the ability to establish and maintain effective working relationships
- Strong analytical, statistical and problem-solving skills
- Ability to utilize judgment in decision making process and decisions related to job tasks
- Strong organizational skills and ability to handle multiple tasks and meet deadlines
- Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees and clients
- Knowledge of financial industry practices, regulations and operations.
**What we offer you**:
A career at FIS is more than just a job. It’s the change to shape the future of fintech. At FIS, we offer you:

- A voice in the future of fintech
- Always-on learning and development
- A work environment built on Collaboration, flexibility, and respect
- Opportunities to give back
- Competitive salary and benefits

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**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.

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