Job Description

Roles and Responsibilities

• Provide client / IT end users support and technical issue resolution via E-Mail, phone and other electronic medium 24/7/365 days within agreed SLA and standards
• Support Clients / Internal Server Network Infrastructure and coordinate with Service Owners / vendors for issues resolution and reporting
• Manage IT ServiceDesk tickets within SLA with minimal functional escalation.
• Assess recurring incidents and provide feedback on the accuracy of the Known Errors. Follow standard operating procedures (SOPs), Change Management Processes (CRP) and Problem Handling Procedures (PHP)
• Perform Windows (IT) / Core System operational tasks and report (E.g. Backups, Tape Rotation / labelling, VMWare, Antivirus reports etc
• Perform operational tasks and business processes
• Maintain and manage checklists, standard reports etc
• Provide out-of-hours support when required
• Create, update document/procedures etc IT operation tasks using OSB / EG standard format in coordination with service owners
• Liaise with external suppliers / vendors
• Liaise with internal customers
• Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.
• As nominated Risk Champion for your function, work alongside the Risk function in developing and maintaining a risk management agenda, acting both to ensure the necessary levels of transparency for potential risks and promoting a positive culture of awareness and accountability throughout your function
• Maintain the companys compliance standards and ensure timely completion of all mandatory on-line training modules and attestations
   

Desired Candidate Profile

• 0 4 years of L1 technical support experience is essential
• Strong English Language skills are essential (both written & verbal)
• Experience of working in a Windows/Citrix/VMWare and/or Applications service support role is highly desirable
• Strong knowledge about Desktop support / End user computing / Applications support on Citrix platform/environment is desirable
   

Perks and Benefits

As per company standard
 

Skills Required: BPO,Technical support,Banking, Financial Services, customer Service,OPERATIONS,IT Helpdesk,KPO,IT Service Desk,ITES,LPO