The primary responsibility of this role is to provide technical and non-technical customer support through phone, email, and SharePoint. Additionally, the role involves supporting the implementation of IT policies and ensuring compliance with regulatory guidelines and risk management.
Key Measurable Goals:
Achieve 95% closure rate for IT tickets.
Attain 90% closure rate for handled calls.
Maintain a 95% rate for user creation and documentation.
Maintain a high turnaround time (TAT) for closure of IT-related and technical issues.
Handle issues at the first level of support.
Facilitate townhall meetings and virtual events. Key Responsibilities:
Provide Level 1 IT support by managing, resolving, or escalating end user calls logged on SharePoint within established SLAs.
Follow standard help desk procedures and utilize the knowledge base to identify, instruct, and resolve problems.
Conduct post-resolution follow-ups with end users and team members as necessary.
Manage user system access for various applications.
Generate accurate reports on the progress of registered tickets in the helpdesk.
Perform software/hardware installations and updates, including formatting, hot swapping, and ghosting, on HQ and branch support PCs.
Ensure smooth facilitation of all townhall events.
Diagnose and resolve end-user network or local printer problems, PC hardware problems, email, internet, and local-area network access issues.
Support the successful implementation of ICT projects.
Create and manage user accounts in AD Manager and O365 for users, computers, and security objects.
Identify opportunities to improve service quality and process efficiency within the team.
Identify and escalate urgent situations requiring immediate attention.
Assist in D365 user creations and mapping.
Identify personal training and development needs, create a plan, and complete it within agreed timescales.
Complete all necessary training to fulfill the role's requirements, including obtaining relevant accreditations.
Perform any other ICT duties or tasks assigned by the supervisor or designated authority. Bankwide AML KYC & CFT Responsibilities:
Communicate and reinforce the AML-CTF compliance culture established by the board.
Implement and enforce the board-approved AML, KYC & CFT policy within the department, unit, or branch. IT Risk and Security:
Identify, assess, and control risks by analyzing incidents and problems reported through the service desk, evaluating their impact on the business, and developing mitigation procedures.
Help minimize potential negative impacts of changes and mitigate service outages.
Manage IT services for recovery and continuation in the event of a serious incident, taking proactive measures to minimize the risk of disasters and ensure service continuity while meeting minimum service levels.
