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.
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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.