Information Technology Service Desk Consultant

To provide first and second line technical support to internal staff. The ideal candidate should be equipped with an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of IT related problems, which may range from straightforward to more complicated technical issues.

Type of Qualification: Bachelors' Degree
Field of Study: Information Technology, Computer Science/Engineering

Licenses/Certifications: ITIL Foundations v4/v5, CompTIA A+ Certification

Experience Required
Delivery Enablement
Technology
3-4 years' experience in IT Helpdesk and Technical support and Desktop Support. Engagement experience with retail banking or commercial banking customers to provide transactional execution services and to provide information on the bank's products.

Behavioural Competencies:

• Adopting Practical Approaches
• Generating Ideas
• Checking Things
• Exploring Possibilities
• Showing Composure
• Establishing Rapport
• Interacting with People
• Examining Information
• Producing Output
• Articulating Information
• Following Procedures
• Embracing Change
• Meeting Timescales
• Providing Insights

Technical Competencies:

• Application Knowledge for Support
• IT Programme Management
• Service Level Management
• Stakeholder Management (IT)
• IT Knowledge
• IT Applications
• Difficult Calls Management
• Contact Centre Customer Relationship Management