Key Responsibilities
• 1st and 2nd Line support – trouble shooting of IT Related issues across range of technologies including desktop applications, printing, telephony, mobile devices, audio and video conferencing etc.
• Perform Assessment, Triage, Research and Resolution of incidents and requests.
• Engage other resources from different teams to resolve incidents beyond scope of ability and responsibility
• Take ownership of colleague issues and follow up on status of the same.
• Ensure incidents and requests are accurately logged, assigned, tracked and responded in adherence with agreed SLA’s
• Create positive colleague support experience by building strong relationships by listening, understanding and ensuring timely resolution or escalation.
• Identify service / process improvement opportunities.
• Document all procedures and process for training and internal referencing.
• Apply diagnostic utilities to aid in troubleshooting a Windows 7, Office 2010, Exchange 2010 environment
• Actively mentor analyst team and assist in training of new analysts.
• Demonstrate ability to work collaboratively with end users, colleagues under pressure.
• Ability to co-ordinate and direct activities and tasks.
• Participate in the service desk team’s 24/7 rotation schedule.
• Will be required at times to work outside usual hours of business in order to limit user-impact during emergencies, maintenance and upgrades.
Required Skills:
• Excellent analytical and troubleshooting skills.
• Must be a collaborative team player.
• 1+ years of proven track record and experience
• Financial industry experience preferred.
• Excellent interpersonal, oral and written skills.
• Excellent work ethic and work product.
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