SERVICE DESK TECHNICAL ANALYST
Summary
First-level IT service desk analyst at Commercial International Bank (CIB) in Smart Village, Giza: acts as single point of contact for bank staff and GTS clients, logs and resolves incidents via phone, email, and tickets, troubleshoots printing, telephony, client apps, and password issues, and escalates unresolved cases to 2nd-line support.
Job Purpose
Provide effective and efficient 1st level of support to all CIB Staff/GTS clients to resolve the reported challenges in order to enable different business areas proceeding with their daily work smoothly.
Description
Service Desk Handling
1. Provide single point of contact for CIB end users/GTS clients regarding IT incidents and requests through phone calls, online tickets, to resolve and offer technical support for related IT issues.
2. Receive, log all interaction/ incidents and manage calls from CIB end users/GTS clients via phone, email, and online tickets, and deliver proactive actions to maintain high level of customer satisfaction.
3. Take ownership of users’ interactions/incidents, follow up on the status of problems on behalf of the user, and communicate progress in a timely manner, to ensure that cases are resolved.
4. Escalate IT services incidents and Requests, which cannot be resolved within agreed time scale to the 2nd line of support, to resolve the cases successfully.
5. Follow Up on 2nd line of support on daily basis for all pending cases, to ensure that cases are resolved.
6. Deliver proactive actions to maintain high level of customer satisfaction.
7. Meet Service Desk (KPI) Key Performance Indicators as set by the Service Desk Manager to Improve efficiency, ensure cost effectiveness and increase customer satisfaction.
8. Participate in team projects that enhance the quality or efficiency of IT support.
9. Perform technical troubleshooting and problem resolution including, Printing management, Telephony, Client computing applications, and User and password management, to resolve end users incidents and/or requests.
Policies, Processes and Procedures
10. Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner
Day-to-day Operations
11. Follow the day-to-day operations related to own jobs in the Service Management department to ensure continuity of work
Compliance
12. Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks"