Service Desk Technical Analyst

Full Time
Posted 3 months ago

Job Description:

To provide effective and efficient 1st level of support to international bank to resolve the reported challenges in order to enable different business areas proceeding with their daily work smoothly.


  • Bachelor’s degree of Computer Engineering/Computer science or its equivalent.
  • From 0-3 years of experience.
  • Good qualifications in Computers / Communication Engineering.
  • An ITIL qualification is preferable but not essential.
  • Demonstrated commitment to the provision of excellent customer support.
  • Ability to work as a member of a team.
  • Good organizational skills.
  • Excellent communication skills and telephone manner.
  • Ability to work under pressure and adapt to changing scenarios whilst meeting high customer expectation.


  • Providing single point of contact for the international bank  end users regarding IT incident and requests through phone calls, online tickets.
  • Receiving, logging all interaction/ incidents and managing calls from internal staff via phone, email,and online tickets.
  • Take ownership of users’ interactions/ incidents and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
  • Escalating IT services incidents and Requests which cannot be resolved within agreed time scale to the 2nd line of support.
  • Following Up on 2nd line of support on daily basis for all pending cases Delivering proactive actions to maintain high level of customer satisfaction.
  • Providing End user training if required.
  • Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Manager.
  •  Participating in team projects that enhance the quality or efficiency of IT support.
  • Perform technical troubleshooting and problem resolution including,Printing management, Telephony,Client computing applications, and User and password management.
  • Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
  • Follow the day-to-day operations related to own jobs in the Service Management department to ensure continuity of work.





Job Features

Job CategoryService Desk

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