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Service Desk Analyst in Los Angeles, CA at Total Merchant Services

Date Posted: 5/8/2018

Job Snapshot

Job Description

Total Merchant Services (TMS), a subsidiary of North American Bancard, is looking for a talent Service Desk Analyst to join the team in Woodland Hills, California.

The IT Service Desk Analyst will provide first and second line technical support to internal customers.  We are looking for candidates with an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of IT issues. We also need someone with strong communication skills and an aptitude for working with multiple systems in a secure, fast paced environment with extreme attention to detail.

Ancillary administrative duties, as well as lifting and moving objects up to 50lbs, are also encompassed by this role.

What you will be doing: 

Technical Support of Issues and Service Requests

  • Initial point of contact for users regarding IT issues
  • Logging and managing calls from customers via phone, email, chat and walk-in requests
  • Use of JIRA Service Desk to track problems, prioritize workload and document resolutions for training use
  • Troubleshooting of IT issues from software to hardware to phones
  • Troubleshooting of network issues
  • Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution
  • Communicate status and progress of issues in a timely manner
  • Maintain the highest degree of customer service for all users
  • Provide basic user training as necessary on hardware and software unique to the environment
  • Drafting of support documentation to assist with requests for information
  • Active Directory, G Suite and Genesys i3 Phone System administration: create user accounts, reset passwords, create groups, create phone extensions, etc

Escalation of Customer Incidents

  • Identify recurring and unresolved incidents
  • Escalate unresolved calls to appropriate team
  • Proactive communication with customers regarding escalation and status

Personal and Team Development

  • Identify training needs or requirements for yourself and/or for the team
  • Help develop and train other Service Desk Analysts
  • Comply with all company, department and customer policies and procedures
  • Consistently meet Service Desk KPI’s as set by Service Delivery Manager

Job Requirements

What we need from you: 

  • High school diploma, or equivalent
  • 3 years of previous IT Service Desk / Helpdesk experience
  • Excellent customer service skills and ability to multi-task
  • Excellent communication and organizational skills
  • Demonstration of ownership of Incidents/Requests
  • Ability to work independently as well as a member of a team
  • Ability to deal with potentially stressful situations
  • Excellent problem solving skills and strong attention to detail
  • Experience with Active Directory, G Suite Administration or Similar Systems
  • Strong knowledge of Microsoft based operating systems with an emphasis on Windows 10
  • Experience supporting MAC and related operating systems
  • Understanding of Genesys i3 or similar telephony systems
  • Ability to lift and move objects up to 50 pounds


At North American Bancard we celebrate diversity and create an inclusive environment for everyone, we are an equal opportunity employer.