To assist in providing a high quality service desk, in line with CIB Account Services Role and responsibilities, initiate quick resolution of complaints, acting as the first line of the services desk to provide full support services to stakeholders, to assist and support team leader in being a high quality service provider, by resolving the issue from the first time to avoid escalations, ensuring all complaints and logs are resolved within standard timing and following up with pending cases if any.
To follow the Standard Operating Procedures (SOP’s) for the assigned role, to assist the Team Leader in all activities required to ensure the Service Delivery processing activities of the team are completed within the Service Limit Agreements (SLA’s) for the activity in terms of Turnaround Times (TAT) Volume and Quality, and to assist the Team Leader in solving day‑to‑day problems and implementing continuous improvement projects across th...