Key Responsibilities
● Frontline IT Support: Act as the initial point of contact for all IT-related inquiries, handling support requests through phone, email, and ticketing systems.
● Problem Identification and Resolution: Perform troubleshooting for a variety of IT issues, including:
○ Hardware: Laptops, PCs, mobile devices, printers, headsets, desk phones, and conference speakers (e.g., Jabra, Poly).
○ Software/Applications:
■ Security tools (e.g., Zscaler, CrowdStrike)
■ Windows OS (Windows 10/11) and Microsoft 365
■ Finance applications (e.g., SAP client)
■ Printer software (internal and remote setups)
■ Productivity tools (e.g., Thinkcell, S&P CIQ, Quantiwise)
■ Communication and web conferencing products (e.g., Teams, Zoom)
■ VMWare VDI environment
● Service Requests: Handle service requests, including:
○ Triage issues and escalate when necessary
○ Open and manage cases with external vendors, such as Microsoft Engineers
○ Ensure timely follow-up and updates to users, maintaining a response time SLA of 15 minutes
● User Account Management: Address account-related issues (e.g., login issues, password resets, password expiry) and ensure timely resolution.
● Software Maintenance: Maintain, update, and patch software to ensure applications remain functional and up-to-date.
● Documentation: Develop and update user manuals, instructional documents, and guidelines for end-users.
● IT Asset Management: Track, update, and report on IT assets for audit and budget purposes.
Skills and Requirements:
● Strong Communication Skills: Excellent spoken and written proficiency in English, with clear, customer-oriented communication.
● Customer-Focused Attitude: Demonstrates a service-oriented approach, with patience and attentiveness to user needs.
● Technical Proficiency: Solid understanding of computer systems, basic networking, mobile devices, remote support tools, and web conferencing products.
● Experience: Proven experience in a help desk or technical support role, preferably in a finance industry environment.
● Sense of Urgency and Ownership: Proactively takes ownership of incoming requests, striving for first-time resolution and high user satisfaction.
● Adaptability: Willingness to work on a shift rotation and adapt to changing support needs.
