AnalystII,ProductTechnicalSupport(CEBU)

Job Description As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS? Role location: Hybrid (three days in-office, two days virtual) ### About the team * Join a **Service Desk** organization that provides centralized support across core platforms and services, focused on access, connectivity, and end-user productivity. * The team supports **banking clients and select insurance companies in the United States,** delivering responsive, secure, and customer-focused technical assistance. * Work closely with **fellow support analysts, team leads, and escalation teams,** operating within ITSM/ITIL-aligned practices. * Collaborate in an environment that leverages tools such as **ServiceNow** for ticketing and standardized workflows to streamline service delivery. **What you will be doing :** * Troubleshoot and resolve **hardware, software, network, Citrix, and VPN** issues across multiple channels (calls/chat/tickets), ensuring clear communication and strong customer experience. * Perform **user access and identity support** activities (e.g., Active Directory-related tasks) and follow defined processes for request fulfillment and incident management. * Document, track, and update cases accurately in **ServiceNow,** prioritizing and escalating incidents as needed based on impact and guidelines. * Participate in cross-team collaboration during outages/major issues, and support knowledge management by contributing to documentation and continuous improvement. * Provide a dependable support presence within a **24/7 shifting schedule** , supporting business continuity for US-based clients. **What you bring:** * **3 + years** of relevant experience in a service desk / technical support role handling end-user troubleshooting a