An exciting opportunity for a Service Desk Engineer to take care of the day to day operations of the IT Service Desk in the banking industry.

Mandatory Skill(s)

  • Diploma/Degree in IT or Communications or Computer Science or relevant qualifications;
  • 2+ years of experience in a Service Desk related field;
  • Experience working with vendors and application teams to maintain the systems stability;
  • Experience in issue management and change management;
  • Good troubleshooting skills and help-desk management experiment;
  • Ability to interpret and represent technical issues to stakeholders;
  • Strong communication skills with a strong sense of urgency and attention to details.

Desirable Skill(s)

  • ITIL Certified;

Responsibilities

  • Provide 1st level support through phone calls or emails related to incidents and service requests;
  • To log all the incidents into the call management system;
  • Keep records of the issues and elaborate an FAQ for users detailing common issues and how to solve them;
  • To provide efficient and timely support to users and stakeholders;
  • Familiarize with current IT processes, develop, enhance and deliver the necessary IT processes to meet service desk objectives;
  • To escalate any unresolved issue to 2nd level of support for their attention and further resolution;
  • Develop or improve training guides, procedures and other process documentation;
  • Communicate effectively with peers, management and other stakeholders to build and maintain positive relationships.
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