About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.
Job Description
Visa Corporate IT (CIT) group has embarked on a major transformation journey. We are transforming ourselves into a true engineering organization where we put customer experience first. With this in mind, we are consolidating our Level 1 support teams across Corporate IT into a single organization and rethinking the way we provide Level 1 support to all end users. As a member of the End User Support Help Desk team,
the Associate Help Desk Analyst will be responsible for providing exceptional end user experience while providing support for IT services and apps.
Reports to: IT Service Desk Team Lead
What You'll Do
• Ensures customer satisfaction by providing timely response and resolution to contacts made to the Service Desk from different support channels.
• Ensures that contacts are logged with complete information into the ticketing tool and assigned with appropriate category and priority.
• Performs diagnosis using documented procedures, troubleshooting techniques and approved tools.
• Keeps customers proactively updated on the status of their tickets.
• Assigns tickets - that are not resolvable by the Service Desk - to the correct resolver groups or vendors.
• Notify management about reported - or potential - Major Incidents.
• Confirms customer satisfaction before closing a ticket.
• Continuously learn and train about new technologies and products supported by the Se
📌 Associate Help Desk Analyst (Bogotá)
🏢 Visa
📍 Bogotá