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Desktop Services Tech II

First Data Omaha, NE
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Job Description

Description

 

First Data is a global leader in commerce-enabling technology solutions, serving more than six million business locations and 4,000 financial institutions in 118 countries around the world. Our 23,000 owner-associates are dedicated to helping companies, from start-ups to the world's largest corporations, conduct commerce every day by securing and processing more than 2,300 transactions per second and $1.9 trillion per year. First Data is committed to staying at the forefront of our industry, and we are innovating a wide range of next-generation commerce technology solutions to help our clients better detect fraud, gain insights into consumer spending patterns and build customer loyalty. There are many exciting opportunities for talented individuals who would like to join our team and play a meaningful role in helping us shape the future of global commerce.


First Data's Product Development, Client Solutions and Technology functions are responsible for innovation and advancement of our technology solutions across all of our client segments, and make a critical contribution to ensuring that First Data retains its position as a leading technology innovator. Our Product Development teams are responsible for end-to-end ownership of the product life cycle. Our Client Solutions teams deliver global solutions and expertise that make commerce possible. Our Technology teams develop a wide range of applications and solutions that enable next-generation commerce and create the infrastructure of the global commerce ecosystem. They also ensure that our data remains secure through their work in cyber-security


Job Responsibilities

  • Responsible for receiving, analyzing, and resolving customer requests for all call types coming into the desk. Issues that are beyond Tier II are to be escalated to the appropriate personnel including but not limited to: Desktop Services Analysts. Responsible for, but not limited to: providing exceptional customer service, with first contact resolution being the ultimate goal; following proper call handling and incident troubleshooting procedures; following established ticket creation, routing, and escalation procedures; meeting established minimum individual performance standards on call and ticket stats; complying with all team and departmental policies and procedures; and accepting and working issues escalated from Tier I personnel. This position is also responsible for providing training and guidance to Desktop Services Tech I. This position will also be assigned special projects as required.


Scope of Job

Provides support for moderate tasks.


Autonomy

Requires minimal supervision. May coach and mentor less experienced Technicians.


 

Job Requirements

  • 2+yrs of related experience. Associates degree or equivalent work experience. Has moderate knowledge of specific functions or tasks they support. General understanding of business issues.


Competencies

  • Customer Support Function


First Data is an Affirmative Action Equal Opportunity Employer (Minorities/Females/Vets/Disabled/LGBT)
First Data provides equal opportunities to all employees and applicants for employment without regard to sex, race, color, religion, marital status, national origin, age, genetic information, sexual orientation, gender (including gender identity/expression), disability, veteran status and military status, pregnancy or pregnancy-related medical conditions, or any other factor that may be protected by law.


 










Job Details

Date Posted January 9, 2018
Date Closes February 12, 2018
Requisition 2241482
Located In Omaha, NE
SOC Category 00-0000.00
Location