Job Summary:
The Senior Service Desk Specialist plays a key role in ensuring secure, reliable, and efficient IT service delivery in a highly regulated banking environment. Acting as a technical escalation point and service champion, this role supports the continuous improvement of IT support operations while upholding the highest standards of service, compliance, and end-user satisfaction. The specialist collaborates closely with cross-functional teams to maintain operational stability and security in alignment with banking industry best practices.
Key Responsibilities:
ITSM Tool Administration:
- Administer and configure ITSM tools (ServiceNow), ensuring optimal functionality and usability.
- Collaborate with the IT team to integrate ITSM tools with other systems and applications.
- Generate reports and analyze data from ITSM tools to identify trends and areas for improvement.
Incident Handling:
- Act as the initial point of contact for all IT-related incidents, service requests, and inquiries including first point of contact for Major incidents.
- Log and prioritize incidents and service requests in the service desk system.
- Provide first-line technical support to end-users, diagnosing and resolving issues or escalating them as necessary.
Customer Support:
- Deliver exceptional customer service by actively listening to user issues and addressing them in a courteous and professional manner.
- Offer guidance and training to end-users on using IT systems and applications effectively, including first time computer login for new joiners.
- Ensure that service desk inquiries are resolved or properly escalated within established service level agreements (SLAs).
- Drive initiatives to improve user experience and satisfaction based on feedback, surveys, and metrics.
Service Desk Support:
- Provide guidance and support to the service desk team on ITSM processes and procedures.
- Assist in resolving complex incidents or service requests escalated by the service desk.
- Contribute to the continuous improvement of the service desk function.
Problem Solving:
- Troubleshoot hardware and software issues on desktops, laptops, mobile devices, and peripherals.
- Identify and resolve common IT problems, such as password resets, account provisioning, and access issues.
- Document issue resolution steps and maintain a knowledge base for common problems.
Documentation and Reporting:
- Maintain accurate records of incidents, service requests, problems, change requests, and CMDB tables.
- Perform user access and user activity logs review.
- Develop and implement troubleshooting guides, FAQs, and self-service resources.
- Mentor junior Service Desk Specialists on documentation practices and troubleshooting methods.
- Maintain accurate and up-to-date documentation related to ITSM processes, including procedures, work instructions, and reports. Prepare regular reports on service performance, incident trends, and compliance metrics.
Governance & Compliance Support:
- Support audit, compliance, and regulatory requirements through timely execution of access reviews, data logs, and change records.
- Enforce and monitor adherence to information security policies, especially concerning user access, privileged accounts, and sensitive systems.
- Assist with technology risk assessments and business continuity procedures as part of the banks IT governance framework.
Collaboration:
- Collaborate with other IT teams to resolve complex issues and implement solutions.
- Assist in the testing and deployment of software updates and hardware configurations.
User Training:
- Assist in the development and delivery of user training materials and sessions to enhance end-user capabilities and self-service.
- Conduct training sessions and workshops to educate staff on ITSM principles and practices.
Requirements:
- Bachelor&aposs degree in Computer Science, Information Technology, or a related field.
- Previous experience in a service desk or customer support role is preferred.
- Strong technical skills in troubleshooting and supporting MacOS operating systems, Google Workspace and hardware peripherals.
- Excellent communication and interpersonal skills.
- Exceptional problem-solving abilities and a commitment to delivering high-quality customer service.
- ITIL Foundation certification or relevant IT certifications are a plus.
- Ability to work under pressure and handle multiple tasks in a fast-paced environment.
