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Major accountabilities of the position
Coordination of technical support: Desktop Support Engineer will provide as 2nd Line deskside assistance supporting all back-office business areas including Senior Executives. Investigate, diagnose and resolve incidents and problems using Remedy (following the ITIL framework) liaising with 3rd line teams to ensure timely resolution of complex IT issues, to ensure delivery of service to the business. Managing support enquiries escalated from 1st Line actioning Incidents and Servicing Requests. Provide 1st level Market Data Support (Bloomberg and Reuters Products). Co-ordinate with various external vendors in terms of support and delivery. Managing and Coordinating software installation, application configuration, hardware deployments and procurement duties as required. Responsible for providing 2nd Line end user support for workplace technologies such as Desktop, Email, Voice, Mobile and Video Conferencing. Provide 1st level application support in house and external. Delivering projects, service improvements and being able to manage demanding stakeholders' expectations will be a key part of this role. Coordination with Regional counterparts as required for IT related issues ASIA, EMEA.
Incident and problem management: Deliver the information required to resolve incidents and the fulfilment of service requests to ensure the successful resolution of incidents to the benefit of the customer. Log, correctly classify and keep current all problems via the Incident Management System, to ensure the integrity of call data and problem management analysis. Liaise with the IT Service Delivery Manager regarding potential problems, to identify the root cause and reduce the number of incidents experienced by the business. Responsible to co-ordinate and triage issues to application, Infrastructure and SDI Teams.
Best practice and compliance: Process all calls via phone and e-mail in line with the current call logging procedures, call priorities and escalation procedures to promote best practice. Enter incident data according to required standards to ensure continuous improvement and resolution of incidents in a timely manner. Identify service improvement initiatives, to ensure process improvement. Ensure knowledge is documented for individual and team benefit and promote best practice. Work with integrity to ensure we meet business expectations as a support function.
Service delivery: Maintain a professional approach, to ensure a high level of call quality and service delivery Accountable for achieving individual KPIs specific to the Desktop Support domain, to ensure the defined internal KPIs are achieved.
Log, correctly classify and assign to relevant support group to ensure service level agreements are met and on-going quality service is delivered to the business Inform customers on their individual ticket status to ensure customers are appropriately informed of progress to schedule. Participate in adhoc projects/initiatives under the direction of the IT Service Delivery Manager.
Key Competencies Technical Skills: Good knowledge of Microsoft based Applications. Experience in Windows 7/10 Desktop O/S Environments. Good knowledge of O365/Exchange and Office Suite of applications. Hardware Client, Toshiba, Ricoh. Voice/Telephony Support Avaya, Polycom Mobile Device IPhone/IPad. RSA/VPN/Citrix systems. Experienced supporting Video Conferencing and high-profile business IT events. Active Directory knowledge. BMC Remedy ticketing system. (Incident/problem) SCCM knowledge. Bloomberg and Reuters applications. Knowledge with VDI and Remote Access Solutions.
Non-Technical/Soft Skills: Assertive, confident and proactive. Customer Service Orientated. Excellent oral and written communication skills. Team Player/Positive attitude. Ability to work unsupervised. Flexible/adaptable to fit business needs.
Qualifications and Experience Experience:
Minimum 3 years working in a dynamic and fast paced environment in customer facing support role is essential. Regional experience supporting multi sites across Asia. Successful applicant must come from a Banking environment with proven experience growing and maturing IT operations. Strong technical skillsets across Windows Desktop environments. Strong analytical and problem-solving skills investigating to root cause. Education: Degree/Diploma in IT or equivalent. ITIL certification would be an advantage. Industry recognised IT certifications i.e. Microsoft is desirable.
Other relevant facts about this position
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