Job Title: Service Desk

Department: Technology and Operations

Report to: Head of IT Service Management & Operations

Location: BDB Head Quarter

JOB PURPOSE

• The role holder is responsible of recording, monitoring, and resolving technology issues that are reported through the Service Desk system. The position requires a hands-on technical skill who is responsible for delivering a world class support experience for the employees and external partners. The role holder will need to have knowledge of the banking system to be able to do the first line support and lease with different parties within IT for escalations. In addition, he/she need to monitor the SLA and ensure fast resolution is provided to end users and prepare the weekly/monthly reports.

KEY RESPONSIBILITIES

Core Responsibility

• Answers incoming customer telephone calls in a courteous and professional manner.
• Assists end users with questions on product installation, usage, and implementation.
• Responds to and investigates customer/end user inquiries, concerns, and issues via phone, mail, and e-mail in a timely and courteous manner.
• Answer’s customer inquiries and provides appropriate technical and/or system-related information.
• Effectively communicates customer issues and concerns to concerned internal IT members.
• Organizes and maintains file system, files correspondence and other records.
• Maintains working knowledge of products and/or services.
• Prepares reports and correspondence as needed.
• Set-up and maintain computer equipment.
• Maintain computer equipment tracking.
• Performs other duties as assigned by supervisor.
• Monitor issues from start to resolution.

QUALIFICATIONS REQUIRED

• Bachelor’s degree in computer science or computer engineering

Years of experience

• 2 Years of experience

Nature or Field of Experience

(Along with Number of years required)

• Experience in working on Service desk tool.

Job Specific Skills:

• Good knowledge of overall technical knowledge and troubleshooting methodologies

Generic Skills:

• Fluency in English.