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For your reference, we have included the original job posting below.
Service Desk Analyst - weekend day shift + Job
Job Number:
25222553
Company Name:
Thomson Reuters
Job Location:
Brookfield, WI US
Job Category:
Customer Service
Service Desk Analyst - weekend day shift + Job
Service Desk Analyst - weekend day shift + (CUS00003053)
Service Desk Analyst - weekend day shift +-CUS00003053
Description
Thomson Reuters is the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. Through its more than 50,000 people across 93 countries, Thomson Reuters delivers this must-have insight to the financial, legal, tax and accounting, scientific, healthcare and media markets, and is powered by the world's most trusted news organization. More information about Thomson Reuters and its financial performance can be found on and Responsibilities:
The representative will support our clients in a Service Center ACD environment, ensuring their issues are resolved quickly and professionally in order to provide a high level of satisfaction to our clients. This includes real time call logging of all of ACD routed calls to accurately document incidents and resolutions. This role is focused on covering critical weekend hours from 7:00 A.M. to 7:30 P.M. on Saturdays and Sundays. Additionally, this role provides ACD queue coverage 15 hours per weekday.
This position will require the representative to react quickly to and escalate appropriately complex technical issues (i.e. printing and general connectivity) brought to their attention. Real time problem determination to restore service to fast paced branch office brokerage clients. The representative is responsible for reporting to management team trends identified to assist in resolution of larger scope issues. The analyst will join a team of approximately 14 professionals who provide world-class second level support to a client base of 27 brokerage/banking firms with over 65,000 end users in a 24 / 7 environment. This role requires flexibility in an ever changing technical environment, including supporting existing and new products. There is opportunity for travel to client sites on occasion or as needed.
Daily responsibilities include:
* Accurately and efficiently assessing severity level of issues, escalating to support areas as appropriate, owning and driving the effort until full resolution is achieved. Including supporting efforts to ensure the client issues are resolved as quickly as possible and within required service level agreements and objectives * Ability to support system health check processes including engaging and supporting incident management efforts during service interruptions * Supporting department initiatives and projects * Possessing excellent verbal and written communication and organizational skills * Ability to quickly learn and master new and existing BETA client applications and technical support software applications * Fast paced team environment with frequently changing priorities * Ability to manage time sensitive situations * Ability to work with minimal supervision with a highly collaborative team * Ability to innovate to produce efficiency and productivity gains * Flexibility in schedule to assist in supporting major departmental initiatives * Creating and reviewing documented processes and procedures
Qualifications
Required Skills:
Required Skills, Knowledge and Education:
* 1 year experience working off shift setting * 1 year experience in a Service Desk/call center setting a plus * No college degree is required, but it is preferred * Strong verbal and written communication skills * Detail oriented with excellent problem solving skills * Familiarity with brokerage industry terminology a plus * Computer Science, Information Systems or similar major * Solid MS Office application skills are required * ITIL Certification, SIX Sigma, or related incident/problem/quality management skills a plus * IT certificate, BA Information systems, BA Communications, related incident management or problem solving degree is a plus
Thomson Reuters employees take pride in providing our customers around the world with information that is timely, accurate, unbiased and trusted. We have a profound respect for the professions and customers we serve and define our success in terms of their success. Our work environment is dynamic, innovative and entrepreneurial. We have a result-oriented culture that demands excellence, agility, and the desire to move quickly and precisely to seize opportunities. Our environment is both challenging and supportive - we give employees the opportunity to develop their skills and do their best work.
Thomson Reuters values diversity of culture and thought and seeks talented, qualified employees in all its operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age or any other protected classification under country or local law.
Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer.
