Client Services Analyst

To provide first level support to FIS clients for initial engagement through the documentation and logging of reported issues and questions. Help ensure accurate and timely client assistance to maintain and improve the organization's customer relationships. Interacts with multiple teams to help restore service and/or identify and correct core problems as needed.

This is a shift position. You will be required to work 12 hour shifts from 11pm-11am Wednesday, Thursday, & Friday and 1 Saturday per month. Days will rotate throughout the year to include a Sunday, Monday, & Tuesday schedule instead of Wednesday, Thursday, & Friday. The schedule changes every 4 months with the next change starting in May 2026.

What Part Will You Play?

• Receive client issues through multiple sources (via phone, email and Client Portal) and assist with gathering and review of the information to help define the problem and determine the ultimate impact. Generate tickets as needed for tracking purposes and notify appropriate resource(s) to resolve client issues as needed.
• Assist with providing initial/ basic technical support (e.g., resetting passwords for multiple applications) for external clients. Escalate issues requiring more experience and in-depth knowledge. Become familiar with company systems/ client operating systems while observing external and internal client meetings.
• Verify systems during and after scheduled outages/ maintenance including screens, web sites, and other company managed data for clients as directed. Assist with monitoring of client facing applications and systems and notify clients about potential issues or missed deliverables.

Do you have experience in Operating systems?, Do you have a Bachelor's degree?, Bachelor's Degree, * Bachelor's Degree

• Computer science or technical field
• Typically Minimum 2 Years Relevant Experience
• Previous Helpdesk or Customer Service Experience

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Acquire and apply job skills and learn company policies and procedures to complete assigned routine tasks.
• Job Complexity - Work on assignments that are routine to semi-routine in nature, requiring limited decisioning outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.
• Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.
• Communication Skills - Excellent communication skills
• Problem Solving Skills - Must be able to help coordinate issue resolution through engagement of appropriate support teams

Pulled from the full job description

• Employee discount
• Private medical insurance
• Cycle to work scheme, * Private Medical Insurance
• Life Assurance and Critical Illness Cover
• 26 days' annual leave (increasing with service)
• Cycle to Work scheme
• Retail discounts