Associate Service Desk Analyst

Associate Service Desk Analyst

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Company Summary

Join our team! As a global leader in providing title insurance, settlement services and risk solutions for real estate transactions, First American (NYSE: FAF) is an ideal place to build your career. We have been entrusted with helping our customers achieve and protect their dream of homeownership since 1889. We believe that our people are the key to the company's continued success, and we invest in diverse talents and backgrounds and empower our teams to achieve more than they could anywhere else. First American has created an award-winning culture and has been named to the Fortune 100 Best Companies to Work For list for the fifth consecutive year and to more than 50 regional Best Places to Work lists. For more information, please visit www.careers.firstam.com

Job Summary

Provides technical computer support to end-users for PC, server or mainframe applications, hardware, telecom and telephony services by responding to and diagnosing problems through discussion with users. Includes problem recognition, research, isolation, resolution and follow-up steps. Escalates problems to next level as appropriate and may follow-up to obtain final resolution to close ticket. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates, recreates or remotely accesses users' systems to identify user problems to resolve operating difficulties.

Essential Functions

• Answers first level calls to Service Desk.
• Tracks calls and documents issues into IT Service Management software.
• Provides first level assistance for defined issues and escalates as necessary.
• Follows Knowledge Centered Support (KCS) and IT Infrastructure Library (ITIL) methodology.
• Acquires current knowledge of relevant products (software and hardware) and support policies in order to provide service to customers.
• Assists in maintaining Service Desk e-mail, chat and web portal(s) by reading, opening/documenting information into ITSM tickets and either resolving or escalating to proper person or department.
• May perform additional duties relating to specific First American applications as assigned.
• Required to perform duties outside of normal work hours based on business needs.

Knowledge and Skills/Technology Used

• Aptitude for providing excellent customer service.
• Good communication, problem solving skills and telephone etiquette.
• Ability to use Service Desk standards and follow guidelines.
• General knowledge of current enterprise technologies such as network, desktop, mainframe (terminal access), telephony and VOIP (voice over internet protocol).

Typical Education

• 2 year technical degree or equivalent work related experience required

Typical Range of Experience

• Typically minimum of 1 year directly related experience within a customer service or service desk/technical support environment

License or Certification

• HDI Support Center Analyst Preferred

First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.