Service Desk Support Specialist

Job Summary :

Diagnose and troubleshoot incoming service desk calls. Provide support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provide case status updates to management and end-users. Support and maintains effective relationships with users.

Job Responsibilities:

• Assist in the execution of projects, work assignments and workloads for the Service Desk personnel, ensuring adherence to departmental policy and procedures and provides reports on Service Desk activities, performance and operational issues.
• Contribute to the development of the workflow, processes, goals and policies to continually improve the quality of customer service and technical serviced provided by the Service Desk personnel.
• Provide dedicated first and some second level support to ACI users of IT systems through telephone support, WEB support, and remote support.
• Assist in the development or enhancement to the Service Desk tool (software) as needed.
• Aid in development and implementation of methods for monitor customer service including but not limited to monitoring of agent calls.
• Deliver a high-quality customer focused service through maintaining availability of services to IT customers.
• Ensure that on a day to day basis the computing requirements for all ACI associates are met.
• To develop a customer driven culture.
• To provide accurate information through use of HD tool.
• Perform other duties as assigned.
• Understand and adhere to all corporate policies to include but not limited to the ACI Code of Business Conduct and Ethics.

Knowledge, Skills and Experience required for the job:

• High School Diploma.
• 2 years related experience.
• Excellent customer service skills
• Considerable working knowledge of most current released version or its most immediate predecessor of the following: Microsoft OS (Server/Workstation), Microsoft servers, GOOGLE,
• Microsoft certified professional preferred
• Windows XP, Windows 7, AV, VPN, Active Directory, VDI knowledge preferred
• Excellent written and verbal communication skills
• Analytical thought process

Preferred Knowledge, Skills and Experience needed for the job:

Work Environment:

• Standard work environment
• Majority of time spent on PC and Phone (Phys. Req.)

Benefits: In return for your expertise, we offer growth, opportunity, and a competitive compensation and benefits package in a casual work environment.

Are you ready to help us transform the world of electronic payments? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com Job ID (Requisition #4888)

ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally.

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#LI-RemoteAbout ACI Worldwide
ACI Worldwide powers digital payments for more than 6,000 organizations around the world. More than 1,000 of the largest financial institutions and intermediaries, as well as thousands of global merchants, rely on ACI to execute $14 trillion each day in payments and securities. In addition, myriad organizations utilize our electronic bill presentment and payment services. Through our comprehensive suite of software solutions delivered on customers' premises, through the public cloud or through ACI'sprivate cloud , we provide real-time,immediate paymentscapabilities and enable the industry's most complete omni-channel payments experience .Join the Team Making Possibilities HappenIf you've ever used an ATM, paid a bill through your phone, sent money to a friend or shopped online, chances are your transaction was safeguarded and processed using our software. Now it's your turn to serve the payment needs of organizations and people the world over.