Position Overview
The Core Responsibilities of the Job:
Support of Desktop / Laptop / Smartphone issues from various support channels (phone or ticket system).Be the first point of contact providing solutions to internal enterprise applications.Provide top quality support to all levels of Bank employees.Experience with ITIL-based service desk solutions, such as ServiceNow, Sys-Aid and Atlassian.Ability to leverage multiple vendors to troubleshoot issues efficiently.Maintains the Bank’s audio / visual and teleconferencing equipment.Executes the Move/Add/Change requests of Bank employees and relocation.Maintain, update, and categorize tickets within SLA with procedural follow ups.Maintain the First call resolution above 90% on regular basis.Managing incidents and service requests effectively; ensuring information is captured in the ticketing tool.Continu...