At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.
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, restore service, and raise up issues to second-level support that cannot be resolved at first contact.
We are seeking an IT 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).
The NSD Service Support Analyst will start onsite for the first 90 days. A Workplace Flexibility Program will be reviewed and if offered to an employee, 1-2 day from home and 3-4 days from the office.*Subject to change as Schwab is continually evaluating the current environment to best care for the safety and well-being of our employees.
What you’re good at:
Excellent customer service skillsEmpathizing with the customerUnderstanding and Practicing Emotional Intelligence (EQ)Great oral and written communication skillsHaving a friendly presence and helpful attitude; strong interpersonal skills and ability to work well with othersDemonstrating professional etiquette in the use of phones and chatCommunicating complex technical issues in an easy-to-understand manner to customers with minimal technical knowledgeMeeting 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 in a constantly changing environmentExecuting the defined Service Desk processes with a strong attention to detailReceiving constructive feedback and demonstrating improvementBeing disciplined in adhering to schedules (sign-on, sign-off, break times, etc.)Asking direct, relevant, and probing questionsProviding concise information and settings expectationsResponsibilities:
Diagnose and troubleshoot end user desktop application issues and provide appropriate solutionEnsure customer satisfaction through timely resolution of problems or escalation to a 2nd level teamProvide incident status updates to management and end-users per service level guidelinesSupport and maintain effective relationships with usersProvide support for end user computing devices (PCs, laptops, printers, cell phones, and tablets)Support end users in their use of applications such as Microsoft Office, CRM, VPN, Citrix, and MDM (mobile device management)Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, perform password resets).Communicate with customers at all levels of technical and non-technical skills setsFollow all standard operating procedures (SOP) through the effective use of Knowledge management. What you haveRequired Experience:
3 - 5 years of experience working in a service desk or customer service environment3 - 5 years of technical support experience3 - 5 years of phone and/or chat support experienceExperience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager, ADUC)Working knowledge of PC technical support, systems administration, networking, Windows, macOS, iOS, and iPadOSPreferred Qualifications:
CompTIA, ITIL, KCS, CSI and Microsoft certifications are a plusBachelor’s or Associates degree in Information Technology or a related field is a plus
In addition to the salary range, this role is also eligible for bonus or incentive opportunities
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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. Application FAQs
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