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For our client in the Banking industry, we are currently looking for a Senior IT Service Analyst 1st Level
Tasks and Responsibilities:
- Provide 1st level IT support to customers and acts as a single point of contact, for incident, request and customer service queries, via phone, email, chat or face-to-face
- Incident Management: assisting customers and endeavouring to resolve their issues as effectively as possible, collaborating with other colleagues when required. Where necessary escalating issues to the correct resolver group in the Bank.
- Taking ownership of customer issues and monitor the progress of the resolution, ensuring timely communication and follow-up of all incidents
- IT request management and general customer service requests
- Providing face-to-face assistance to customers with issues, requests and questions.
- Mobile device management and billing.
- Knowledge Management, including proactive updating of knowledge base articles.
- Coordination with external service providers
- Assist with coordination of device and software rollouts.
- Assist with dedicated VIP/Senior Management support.
- Virtual meeting support
- Mobile device support.
- Knowledge Management, including proactive updating of knowledge base articles.
Your Profile:
- Proven experience providing 1st level IT support
- Strong knowledge of Incident Management , including issue resolution, escalation, and follow-up
- Proficiency with mobile device management including troubleshooting
- Experience supporting virtual meetings
- Familiarity with IT request management and customer service platforms
- Knowledge of hardware/software rollout coordination
- Basic troubleshooting skills for Windows, Mac, and mobile operating systems.
