To perform a primary and single point of contact between users and related owner teams in an IT organization. 1st line IT support across all areas of the business units.

Job Description

• Act as a single point of contact (SPOC) for IT Support and communicate with backend teams service request
• Use a tracking solution for all incoming
• Automated ticket tracking, routing and email notifications
• Basic Incident Management and Problem Management
• Offers some limited integrations with other IT Service Management Processes
• Some areas/applications supported by specialty groups outside of the help desk
• Provide level 1, 2 support and pass incident ownership if escalation is needed
• Problem resolution and escalation procedures
• Managing the Knowledge Base
• Adhering to Service Level Agreements (SLAs).

Requirements

• IT Related Degree
• Fluency in English
• Fresh graduate also welcome
• Experience in a Bank Service Desk environment
• Professional and polite telephone manner.
• Customer focused with the ability to communicate at all levels.
• Self-motivated with the ability to work under pressure
• Knowledge of Core Banking Process