- Participate in the testing, implementation and change control procedures of new releases for the local systems and core images. Basic knowledge of computing and networking is needed.
- Responsible for local system administration, local system support and infrastructure support.
- Provide desktop and user support for both front and back-office users, responsible for managing the software/hardware, infrastructure servers and video teleconferencing related requests and matters.
- Set up, operate, and maintain local systems/equipment through keeping them in good condition and monitoring consoles and peripheral equipment for malfunctions and error conditions.
- Running all application processing, installation, and configuration according to the operating instructions provided.
- Ensure management is made aware of any situations, both actual and potential that might adversely impact the safety, integrity, and quality of the local systems.
- Initiate recovery or restart procedures required as a result of unforeseen occurrences or interruptions, including:
- Accurate logging and ascertaining the nature of the problem to determine the level of support required.
- Ensuring the required support is gained promptly and given a high level of assistance to ensure a speedy resolution.
- Ensuring line management is aware of any production problem as they occur.
- Provide professional and courteous support to the users, answering questions, assist in the investigation of hardware and applications issues and get the problem resolved in a timely manner.
- Provide support in preparation of the regular BCP drills.
- Keep current on rapidly changing technological trends, self-teach new technologies and maintaining an understanding on the bank’s desktop technology strategies meeting the departmental objectives.
- Answer support calls and emails, and then raise ticket(s) on the incident management system in a timely and effective manner to ensure a timely resolution. Also, perform closure of logs including following up with all affected departments and their associated users to ensure that problems are solved, and the level of service did meet their expectation.
- Responsible to raise incident tickets on ServiceNow for any issues requested by users. Ensure tickets are being handle and resolve in an effective and timely manner; including following up with all affected departments and their associated users to ensure problems are resolved and the level of service did meet the customer expectation.
- Ensure processes and procedures are in place and documented properly for regional support purposes. Good knowledge of computing and written skill is required.
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