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Job Description
Job Purpose
- Respond to and resolve IT Service Desk hotline calls and tickets professionally, accurately and in a timely matter.
- Interact with all levels of staff to troubleshoot IT related issues for bank employees globally.
Key Result Areas - Consult knowledge database / conduct online research to investigate and resolve problems with hardware, software, peripherals, VDI, networks, etc.
- Escalate issues to other IT teams and follow through on resolutions
- Deliver solutions to diffuse stressful escalated technical situations resulting in exceptional customer satisfaction
- Track all hotline calls in the ITSM ticketing software with clear and concise problem/root cause descriptions
- Proactively maintain knowledgebase articles, SOP’s and other documents relating to Service Desk
- Coach and train new Service Desk engineers during onboarding process
- Support the SD Team Lead with weekly/monthly statistics to SD Manager in efforts to increase efficiency
- Liaise with SD Manager and Team Lead to review and implement continuous improvements in Service Desk processes
- Maintain a high level of employee morale within the Service Desk team through open communication and collaboration
- Provide support to Field Engineering team where needed for small projects and during critical incidents
Job Requirements
Knowledge, Skills and Experience
- Knowledge in VDI environments, Windows 10, hardware & software installations and maintenance of desktops/laptops/printers
- Experience using an ITSM ticketing tool and statistic reporting
- Bachelor's degree in Computer Science or equivalent
- Minimum of 8 years' hands-on experience with strong troubleshooting skills
- Experience working in a fast-paced environment with ability to turn tasks around in a quick manner
- Excellent oral and written communication skills
- Effective leadership and team collaboration skills
