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Service Desk Analyst Full-time Job

3 months ago Customer Services Phoenix   57 views
Job Details


The responsibilities for this role include but are not limited to:

• Provides first level customer servicing for Inbound/Outbound limited complexity calls and emails, e.g. Password Resets.

• Monitor/analyze network connectivity and provide preliminary details for escalation to more senior Service Desk Analysts on confirmed impacts

• Open and update incident records for Password Resets, Link Status and other issues as skilled or directed.

• Provides support to senior Service Desk Analysts to drive and/or escalate incident management records for resolution

• Supports the highest possible availability of monitored environments by fully utilizing standard


Service Desk tools

• Support team efforts for service restoration bridge activities by providing link status and lists of impacted merchants/ partners to senior Service Desk Analysts.

• Shadows more senior staff on bridge calls

• Strives for and is committed to delighting our customers with every interaction

• Strong team player who is driven to perform in an environment that is fast paced and demanding.

• Demonstrates initiative, identifies process improvements and completes assigned ad hoc project deliverables

• Meets or exceeds quality measures for phone calls, emails, incident management record handling and shift turnover

• Accountable to customers to resolve their technical issues or capture complete details to escalate to a more senior analyst or second level support team

• Accountable to team for completing assigned tasks and deliverables as agreed upon

• Accountable to team for delivery of quality work

• Education Requirments: AAS, vocational, trade school or equivalent in Computer Science and/or

Network related studies

• Preferred previous call center, help/service desk experience and able to demonstrate professional and courteous communication skills

• Proven experience as a team player in a fast paced environment

• Preferred experience performing troubleshooting and root cause analysis using input from multiple monitoring tools, databases and customers

• Preferred experience working in multi-departmental organizations

• Multi-cultural experience a plus

• Experience with business processes or operations around authorizations, submissions & file transfers

• Basic knowledge of information technology application platforms and networking -

• Able to provide courteous and professional service when dealing with high profile customers & technical details with a "can do" attitude

• Possesses the ability to follow complex procedures and document technical incidents with clear and concise details

• Preferred experience utilizing common Service Desk tools (search engines, resource libraries) to gather critical information needed to resolve issues and inquires

• Preferred bi-lingual Spanish (written and verbal)

• Possesses the ability to analyze and interpret complex situations with minimal information

• Excellent oral and written communication skills

• Excellent customer soft skills including: Listening, Self-Control, Positivity, Assertiveness, Conflict

Resolution, Empathy, Depersonalization & Taking Responsibility

• Experience with Microsoft products (Office suite, Windows and Email client applications)

• Preferred experience documenting and managing incidents and problems based on defined processes and procedures

• Must have the ability to track multiple work streams, effectively prioritizing based on situational needs

• Must be detail oriented with the ability to comprehend, capture and communicate complex technical details, policies and procedures

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.


Company Description
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.