Service Support Analyst- National Service Desk

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Charles Schwab & Co., Inc.
Full Time

Job Description

Your Opportunity

The Infrastructure, Operations & Cloud (IO&C) organization provides technology solutions and support for Schwab employees, as well as supporting the external Schwab client experience. The National Service Desk (NSD), as part of IO&C, provides front-line IT support services for the Schwab workforce to report technology issues, restores service, and raises up issues to second-level support that cannot be resolved at first contact.

We are seeking a Service Support Analyst to provide level one support via phone and chat for the internal Schwab workforce. This includes managing incidents (service disruptions) and service requests (routine service-related tasks).

What you are good at

  • Diagnosing and solving end user desktop application issues such as Microsoft Office, CRM, VPN, Citrix, and MDM (mobile device management) and provide appropriate solution
  • Providing incident status updates to management and end-users per service level guidelines
  • Provide support for end user computing devices (PCs, laptops, printers, cell phones, and tablets)
  • Giving excellent customer service, using professional etiquette, and empathizing with the customer
  • Understanding and practicing Emotional Intelligence (EQ)
  • Great oral and written communication skills
  • Working collaboratively with others while supporting and maintain good relationships with users
  • Communicating sophisticated technical issues in an easy-to-understand manner to customers with minimal technical knowledge
  • Meeting or exceeding defined objectives and metrics (e.g.: talk time, wrap time, first contact resolution, chats per hour, quality assurance evaluations)
  • Multi-tasking and using organizational tools effectively to implement the defined Service Desk processes with solid attention to detail
  • Receiving constructive feedback and demonstrating improvement
  • Being disciplined in adhering to schedules (sign-on, sign-off, break times, etc.)
  • Asking direct, relevant, and probing questions while providing concise information and setting expectations


What you have

  • 2+ years of experience working in a service desk or customer service environment
  • Minimum 1-year technical support experience
  • Minimum 1-year phone support experience
  • Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager)
  • Solid understanding of PC technical support, systems administration, networking, Windows, and Mac OS
  • Bachelor's or Associates degree in Information Technology or a related field is a plus; as is certifications from CompTIA, ITIL, KCS and Microsoft


Why work for us?

Own Your Tomorrow embodies everything we do! We are committed to helping our employees ignite their potential and achieve their dreams. Our employees get to play a central role in reinventing a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth.

Benefits: A competitive and flexible package designed to empower you for today and tomorrow. We offer a competitive and flexible package designed to help you make the most of your life at work and at home-today and in the future. Explore further .

Schwab is committed to building a diverse and inclusive workplace where everyone feels valued. As an Equal Opportunity Employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law. Please click here to see the policy.

Schwab is an affirmative action employer, focused on advancing women, racial and ethnic minorities, veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at or call .

TD Ameritrade, a subsidiary of Charles Schwab, is an Equal Opportunity Employer. At TD Ameritrade we believe People Matter. We value diversity and believe that it goes beyond all protected classes, thoughts, ideas, and perspectives.


Company Information

At Schwab, we inspire the driven; individuals who want to take ownership of their career and their future. You are appreciated for your work, respected for your unique strengths and rewarded for the possibilities you create for our clients. Working in Schwab Technology is not just a job; it's an opportunity to do the best work of your life. This team drives Schwab's mission to harness the power of data to deliver the next gen client experience. They relentlessly pursue simplification and modernization, laying the foundation for the digital enterprise. They act boldly together to provide security for our clients and enterprise, safeguarding client trust all while delivering on their core commitments to availability, capacity and project execution with excellence and efficiency. If you are looking to be challenged with projects that stretch and grow your abilities, and push you towards further developing your expertise, apply to one of our openings today.
Dice Id : 10228622
Position Id : 2022-79964
Originally Posted : 3 months ago

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