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Help Desk Analyst (Tier 1) - 3rd Shift

Location Frisco, United States
Posted 10-September-2021

What does a great Help Desk Analyst (Tier I) do?

As a Help Desk Analyst (Tier I), you will monitor and troubleshoot ATMs in Fiserv's Card Services Operations Logistics Center. You will focus on providing prompt technical support, via phone, to Fiserv's ATM client base and technicians.


3rd Shift - 10:00pm-6:30am (12% shift differential)

As a Help Desk Analyst (Tier I), you can look forward to:

Monitoring and troubleshooting ATM hardware and telecommunication incidentsInitiating and receiving calls to and from clients, data centers, ATM service companies and telecommunication vendors to resolve incidentsMonitoring and troubleshooting Cash related outages and escalating to proper vendors and teamsResearching and investigating customer inquiries related to ATMsDocumenting reported issues, troubleshooting steps and actions takenFollowing established guidelines to accomplish tasks and solve routine/non-routine problemsAttending on-going training to achieve level of technical skill needed to solve more complex problemsMeeting the individual customer service call volume and quality expectationsParticipating in continuous process improvement to improve service, reduce costs, and improve qualityPerforming and completing other duties as assigned

We offer:

Competitive wages Medical, Dental, and Vision benefits effective 1st day of employment401(k) with a 2% matchGenerous time off policies: Up to 18 days of paid time off during first year, plus 8 paid holidaysIndustry leading parental leave policy including 12 weeks paid time off for primary caregiversUp to $5,250 in tuition assistance after 6 monthsCareer advancement opportunities across all our business unitsFuel Your Life Wellness ProgramLiving Proof, our Recognition Program

Basic qualifications for consideration:

High School Diploma or equivalent is requiredExcellent client-facing verbal and written communications skillsProven ability to analyze and resolve problems with attention to detailEnergized by working in a fast-paced environmentProficient at operating a computer and navigating between multiple applications

Preferred qualifications for consideration:

Experience in a technical setting and/or currently pursuing a technical degree Knowledge of the financial services industry, ATMs and Device Manager

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Learn more about Fiserv:

To support the total well-being of our associates, Fiserv takes a broad approach to our benefits. We offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options. We are #FISVProud of our benefits and well-being programs. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are.

Life moves fast. And as it does, we know most people aren't thinking about 'financial services'. But we are.

We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.

We're Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company's approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.

Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE 500 company and one of FORTUNE Magazine World's Most Admired Companies for the eighth consecutive year, we are committed to excellence and purposeful innovation.

Explore the possibilities of a career with Fiserv and Find Your Forward with us.

Fiserv is an Equal Employment Opportunity Employer, and it is the Company's policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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