VanguardEnd User Support Analyst, Senior Associate(service desk agent)
Vanguard is hiring an End User Support Analyst, Senior Associate(service desk agent) in Hyderabad, India. Level rates it ; you can apply on Vanguard.
Level's read on this job
- Level rates this role Little AI ●○○○: aI is not part of the work.
- Tools and skills the posting cites include ServiceNow, Genesys and Windows.
- Level classifies it as a senior role.
- Level lists 335 other open roles at Vanguard.
- The role was posted within the past week.
AI in this role
Provide client-focused technical support and troubleshoot end-user hardware, software, and connectivity issues.
About Vanguard
Founded in 1975, Vanguard is one of the world's leading investment management companies. The firm offers investments, advice, and retirement services to tens of millions of individual investors around the globe—directly, through workplace plans, and through financial intermediaries.
Vanguard India
Vanguard’s office in India is a significant milestone in our global expansion. We are committed to establishing an enduring technology center in Hyderabad, Telangana and are excited to be adding talent who will focus on Artificial Intelligence (AI), mobile, and cloud-based technologies that drive our business outcomes and deliver a world-class experience for our clients.
Role Summary
Solve problems. Build trust. Grow your technical career. We’re looking for a client-focused Technical Support Analyst with 2+ years of work experience, strong customer service and empathy skills, and a passion for troubleshooting. The ideal candidate is curious, resourceful, and knows how to leverage knowledge articles and documentation to quickly find answers, resolve technical issues, and create a positive support experience while continuing to build their technical capabilities. Ideally, we are looking for candidates with Windows, MacOS, Virtual Desktop and Remote connectivity experience. Preferred candidates will have experience with ServiceNow and Genesys Contact Center Solutions..
Responsibilities
1. Provides entry level technical support to address end user issues such as implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring.
2. Resolves basic technical troubleshooting issues to ensure end user productivity.
3. Maintains an accurate data inventory regarding end-user issues within the tracking system and according to policies and standards.
4. Elevates more complex issues to the appropriate next level support.
5. Learns and complies with Information Technology and Information Security policies and procedures.
6. Participates in special projects and performs other duties as assigned.
Qualifications and Skills
- Minimum 2 years of experience in IT support, with at least 1 year in direct technical troubleshooting and end-user support.
- Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent combination of education and experience.
- Windows, MacOS, Virtual Desktop and Remote connectivity experience.
- Preferred candidates will have experience with ServiceNow and Genesys Contact Center Solutions.
Location
This role is based in Hyderabad, Telangana at Vanguard India. Only qualified external applicants will be considered.
Our mission
Vanguard adheres to a simple purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.
Our commitment to you
Vanguard takes the same long-term view of your success—at work and in life—with Benefits and Rewards packages that reflect what you care about, throughout all the phases and stages of your life. Our Total Rewards programs provide you and your loved ones with wellness support for key areas in your life:
Financial wellness
We're committed to enabling your financial success and provide competitive offers and programs.
Physical wellness
We're committed to providing benefits that support your physical health and wellness.
Personal wellness
We're committed to providing resources that help support the full scope of your life.
How we work
Vanguard has implemented a hybrid working model for most of our employees (crew members), designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.
How we rate this
End User Support Analyst, Senior Associate(service desk agent) at Vanguard rates 10 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where technical support was part of your work. What did you do?
- Tell me about a project where troubleshooting was part of your work. What did you do?
- Tell me about a project where customer service was part of your work. What did you do?
- Tell me about a project where help desk was part of your work. What did you do?
- Walk me through how you've used ServiceNow in your day-to-day work.
Adapt your resume
- List these exact terms on your resume: Technical Support, Troubleshooting, Customer Service, Help Desk, and ServiceNow. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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