Job Purpose

• Respond to and resolve IT Service Desk hotline calls and tickets professionally, accurately and in a timely matter. 
• Interact with all levels of staff to troubleshoot IT related issues for bank employees globally.
  
  Key Result Areas
• Consult knowledge database / conduct online research to investigate and resolve problems with hardware, software, peripherals, VDI, networks, etc.
• Escalate issues to other IT teams and follow through on resolutions 
• Deliver solutions to diffuse stressful escalated technical situations resulting in exceptional customer satisfaction 
• Track all hotline calls in the ITSM ticketing software with clear and concise problem/root cause descriptions
• Proactively maintain knowledgebase articles, SOP’s and other documents relating to Service Desk 
• Coach and train new Service Desk engineers during onboarding process
• Support the SD Team Lead with weekly/monthly statistics to SD Manager in efforts to increase efficiency
• Liaise with SD Manager and Team Lead to review and implement continuous improvements in Service Desk processes  
• Maintain a high level of employee morale within the Service Desk team through open communication and collaboration 
• Provide support to Field Engineering team where needed for small projects and during critical incidents