IT Support Analyst (Service Desk) IT Support Analyst (Service Desk) …

in Nashville, TN, United States
Permanent, Full time
Be the first to apply
in Nashville, TN, United States
Permanent, Full time
Be the first to apply
Job Reference #216867BR

Your role

Are you skilled when it comes customer service? Are you passionate about being the part of a Global support team and supporting business to meet their target. Do you have proven ability to solve technical issues?

We’re looking for a IT support analyst to:

  • act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
  • receive, log and manage calls from internal staff via telephone and email
  • act as 1st line support - troubleshooting of IT related problems from in-house software such as Windows 10/7, MS outlook, Skype, Blackberry's, Knowledge of various mobile devices (Apple, Android, Windows)
  • provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
  • escalate unresolved calls to the infrastructure support team
  • log all calls in the tool SNOW (Service Now)
  • multi-task and prioritize workload
  • adapt to continuously changing procedures and environment
  • take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • maintain a high degree of customer service for all support queries and adhere to all service management principles
  • provide stats for the weekly service desk report on call trends
  • publish support documentation to assist staff with requests for information & provide staff training if required

Your team

You’ll be working in the Technology Service Desk team. As an IT Support Analyst, you’ll play an important role in providing excellent customer Service.

Your expertise

  • bachelors degree or the international equivalent in computer science or a related field
  • excellent communication skills and telephone manner
  • hands on IT Service Desk and/or Call Center experience
  • incident management experience – managing incidents including business expectations and communication
  • basic User & Security Group Active Directory administration
  • strong knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Office 2010
  • experience using and troubleshooting Outlook 2010 within a network environment
  • experience on Skype for Business
  • can manage incidents via telephone, chat & email

About us

Expert advice. Wealth management. Investment banking. Asset management. Retail banking in Switzerland. And all the support functions. That's what we do. And we do it for private and institutional clients as well as corporations around the world.

We are about 60,000 employees in all major financial centers, in more than 50 countries. Do you want to be one of us?

Join us

We're a truly global, collaborative and friendly group of people. Having a diverse, inclusive and respectful workplace is important to us. And we support your career development, internal mobility and work-life balance. If this sounds interesting, apply now.

Disclaimer / Policy Statements

UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.

Company Overview

UBS works with individuals, families, institutions, and corporations around the world to help answer some of life's questions – whether through award winning wealth management advisory, investment banking and asset management expertise, or private and corporate banking services in Switzerland.
We're a team of more than 66,000 colleagues, collaborating across all major financial centers in 50 countries. We strive for excellence in everything we do, and this has awarded us recognition across our businesses. We offer a collaborative, international and diverse working environment that rewards passion, commitment and success – and are regularly recognized as an attractive employer.

Together for the goals
#TOGETHERBAND raises awareness about the 17 United Nations Sustainable Development Goals for 2030 through 17 uniquely colored bracelets. Each pack contains two individually packaged bands: one to wear and one to share so you can spread the word about what goal matters most to you and give someone else the opportunity to do the same. The production and money raised from the sales of these bands will help fight injustices such as poverty and gender inequality as well as climate change and unfair labor.

Right now, #TOGETHERBAND is helping to support emergency COVID-19 relief. For the month of April, our partners at #TOGETHERBAND have created TOGETHER FUND to help fight the pandemic and provide aid to those who need it most.

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