Service Desk Support Specialist at ACI Worldwide in Norcross, Georgia

Job Description:

Join Us as We Make Possibilities Happen

Every action we take as 1ACI redefines what's possible. As Innovators, we Envision possibilities. As Developers, we Build possibilities. As Leaders, we Empower possibilities.

At ACI, we're not just driving payments at the speed of change.

We're Making Possibilities Happen.

Our people are the core of our business. Our 1ACI team represents a globally diverse, passionate and dedicated group of thousands of individuals around the world who share a common commitment to making our customers successful by driving the future of payments. As a Service Desk Support Specialist in Norcross you can help make possibilities happen.

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.

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-control 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.


• Perform other duties as assigned.


• 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.


• Understand and Adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security.

Minimum Requirements:

• 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


• Excellent written and verbal communication skills
  Analytical thought process

Preferred Skills:

• Microsoft certified professional preferred


• Windows XP, Windows 7, AV, VPN, Active Directory, VDI knowledge preferred


• Experience with Mac operating systems, Mac computers, iPad and Mac ecosystem
  
  

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 .

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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