Regional IT Support

The client is an international financial institution, based in the Europe

Responsibilities
• Provide first line/SME technical support
• Respond to requests for technical assistance via phone, chat and tickets from systems
• Troubleshoot Microsoft Office/Outlook 2013/16/O365
• Provide Smart Hands support assistance (where applicable)
• Remain current with support changes/ updates and adherence to the Company Policies and Incident Management process
• Remotely diagnose and troubleshoot PC, printer, telephone, mobile (where applicable), VPN and software issues
• Should possess knowledge about Virtual Desktops Infrastructure /Citrix environment.
• Research solutions using available knowledge base
• Advise users on appropriate action
• Log all inquiries and incidents as required
• Assign unresolved Incidents to appropriate support teams in a timely manner
• Responsible for ensuring incidents requiring urgent attention are escalated via the identified escalation management procedure
• Occasion weekend work is required

Requirement
• Bachelor’s degree in a related discipline or equivalent work experience required
• Previous technical desktop support experience, experience with MS Office Suite products, and customer service / soft skills experience
• Knowledge of PC hardware and software
• Knowledge of call center metrics for operations support
• Experience with ServiceNOW is a plus
• Other IT Certifications, i.e., Microsoft (preferred but not required)
• Excellent documentation skills
• Ability to work independently and/or in a team setting
• Experience in the securities or financial services industry is a plus
• Must have Ability to Multi-task and manage priorities with little supervision.
• Must have strong communications skills.
• ITIL experience would be added advantage.