Primary Functions and Responsibilities (including but not limiting to): • Provide Tier 1 Service Desk support, software and hardware support. • Monitor the Service Desk portal for tickets assigned, prioritize, and respond quickly and effectively to requests received. • Troubleshoot problems and support requests received through our ticketing system, phone calls and emails. • Provide resolution support via phone, email, & remote access. • Collaborate with other technology teams to resolve and maintain escalations and system operability. • Always present yourself in a professional, friendly, and courteous manner when working with customers.
Must Haves: • 2+ years of experience in a service desk (or similar) supporting business end-users. • Experience with Windows 10, Group Policy, Active Directory. • Experience with LAN and WAN technologies. • Ability to be a team player, working well with others. • Experience in delivering excellent customer service. • Strong troubleshooting organizational multi-tasking skills. • Honesty, integrity, and empathy. • Excellent communications skills, both orally and written. • A positive attitude. • Flexibility to work off hours as needed for coverage.
Nice to Have: • Delivery of IT support services in the Banking industry. • Knowledge of best practice in ITSM • ITIL Foundation or higher certification.