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Maintain High level of technical and systems support to the Bank users
Role Accountability
Handle VIP end-user requests with quality with respect to time
Send frequent updates for our monitoring tools and report any unusual behavior immediately
Conduct initial and basic root cause analysis on all received tickets to find or recommend permanent solutions for repeated issues or problems
Provide a friendly and professional service for end-users
Ensure that all IT technical and systems functionality incidents, queries, and requests are logged on to the ticketing system and escalate any issues when necessary to the 2nd level support
1st level of escalation for any issues related to IT helpdesk
Follow-up on any outstanding calls, priorities issues and ensure customer expectations are exceeded
Train the users for the new applications usage and how to avoid repeated problems
Provide support and guidance to junior IT helpdesk Agents
Vendor management and tracking
Monthly visits & survey to ensure end users satisfaction
Generate weekly and monthly reports to ensure team performance quality
Generate monthly reports for repeated issues to work on it
Responsible for following up and escalating any issues related to vendors or any other stakeholders
Responsible for tickets rerouting and assigning to other team members
Follow up with other IT teams on any global issues end users face
Responsible for team schedule and vacations
Responsible to escalate and share any support needed from head of IT helpdesk for fast resolution and avoid any delay
Education
Bachelor’s degree in relevant discipline
Experience
2-5 years of IT Experience
Experience analyzing information and driving resolution
Knowledge
MCSA : Windows Server 2016
Operating Systems
Mac support and troubleshooting