As a IT Service Desk Engineer below are the core focus areas –
Candidate will serve as IT Service Desk engineer providing
friendly, expert support to users Via phone and remote support for all the BANK
Group. Candidate will be performing several duties. These duties include but
not limited to, troubleshooting and resolving IT issues on Windows 10,
Microsoft Surface, Mac OS, IPADs and Tabs, Apple phones, Android phones,
Polycom, Avaya phones etc. installation of hardware and software, and other
IT-related issues.
Works as part of a team to ensure tickets are being closed
within Agreed BANK SLA and OLA Acceptable Quality Levels.
Log/document all inquiries reported to BANK Service Desk,
with the goal of resolving as many on first contact as possible, but then
escalating to next level support as necessary.
Follow-up on previously reported cases which have been escalated to other
support teams to ensure they are being responded to and resolved in a timely manner.
Keep peers and management informed of trends, significant issues, and
unexpected delays to support requests.
Reporting on key performance metrics based on information gathered from the
automated call distributor (ACD) and service management (ticketing) system.
Maintain standard operating processes and procedures.
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