Senior analyst- End user support
Posted on :
16-02-2024
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
16-02-2024
Job Description
Req ID : 2539115
Last Updated Jan 2021
JOB DESCRIPTION
Section 1 : Purpose of the position
The primary objective of the role is to provide first time resolution.
This will be achieved by troubleshooting diagnosing and resolving problems at the first point of
contact and/or further reaching out to to one of our L2 line specialist teams to help investigate and
resolve.
The following are the key points for the role:
As a member of the Service Desk you shall remain the first point of contact with the End
User maintaining ownership of the original fault and acting as the main point of contact
between the user and our L2/further teams.
You need to ensure timely updates and ensuring the fault is given the correct level of priority
and attention.
SLA needs to be met at all times and QoS needs to be ensured.
Section 2 (A) : Scope and Dimension
The Scope and Dimensions of this role are not only limited to the Banks branch but also extends
to resolving End User concerns wherever they may be on 24*7 basis. Mentioned below is the
detailed scope:
All End Users who are a part of SMBC India branches at any of the branch locations or
while working remotely
Providing End User support at SMBC India DR sites
Support issues related to desktops/corporate laptops/corporate mobiles
VIP Support for all kinds of EUC/applications issues to SMBC India VIP users.
Preparation Installation Decommissioning of all EUC assets
Inventorying all the assets and maintain running asset register duly approved as per the
process.
Daily systems monitoring :: Physical and virtual checklists to be maintained and duly
approved
Inventory management of hardware software and application in the asset register with
periodic reconciliation.
Break Fix Support for all the End User devices vendor coordination
Incident logging and tracking towards resolution
Major Incident logging and coordination till closure
Alert Monitoring for the infrastructure and corresponding incident logging
Alert Monitoring for security alerts incident logging and further action to isolate and close
the alerts
Cater to Incident/Service Request in a timely manner within SLA boundaries
Creation and sharing of daily weekly fortnightly and monthly reports
Knowledge of Antivirus/Antimalware.
Section 2 (B) : Challenges
This role needs a thorough knowledge of Windows based AD managed infrastructure.
The role needs a further thorough understanding of enterprise network infrastructure.
Banking Application understanding and payment system knowledge are an added advantage.
Section 3 : Job Responsibilities
Dealing with incoming faults in a professional courteous manner over the phone email and
walkin.
Taking ownership of faults and managing them in a logical and methodical manner. Correctly logging incidents and faults categorizing and prioritizing them in line with team
procedures.
Conducting full and through diagnostics with end users to enable first point of contact fault
resolution.
Ensuring all faults are progressed & cleared within SLA escalating to other internal and
external teams as appropriate.
Managing faults through their entire lifecycle from the first point of contact through to
resolution proactively keeping the customer informed of progress.
Diagnosing and resolving problems to the customers satisfaction.
Maintain and develop own knowledge and skills to assist with first time fault resolution.
Identify and escalate repeat issues or service risks into service management teams.
Sharing knowledge with team colleagues
Manage a number of scheduled tasks for customers designed to ensure that the customers
systems remain operational
Resolve all the Vulnerabilities in a timely manner as per the vulnerability report received from
SAG
Section 4 : (a) Knowledge (b) Skills (c) Experience (d) Qualifications
Familiar with working on Windows 7/10/11 Windows Server 2016/2019 based distributions
(within a hosting environment).
Thorough understanding of networking and WAN technology.
Have solid experience in a helpdesk or technical support environment.
5 years of total IT experience
Graduation / BE preferred
Last Updated Jan 2021
Employment Type
Remote
Company Industry
Key Skills
- IT Experience
- Problem Management
- Desktop Support
- Citrix
- Mobile Devices
- Windows
- Customer Support
- Help Desk
- Operating Systems
- Technical Support
- Troubleshooting
- Application Support
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