IT Service Desk Technical Professional
2 days ago
This role involves serving as the initial point of contact for IT-related issues, service requests, and technical inquiries via various communication channels. As a key member of our organization's support team, you will be responsible for providing second-level assistance with hardware, software, operating systems, and applications.
Key Responsibilities:- Support for hardware, software, operating systems, and applications is provided at the second level.
- Troubleshoot and resolve problems related to desktops, laptops, mobile devices, printers, and peripheral equipment.
- Ensure secure access to critical banking systems, trading platforms, and other financial applications.
- Manage user accounts in Active Directory, Exchange, and other enterprise systems.
- Elevate unresolved issues to the appropriate technical teams in accordance with SLA guidelines.
- Record all support requests, solutions, and escalation actions accurately.
- Assist with software installations, updates, and patch management.
- A minimum of 5-7 years of experience in an IT Service Desk or IT Support Engineer role, preferably in a financial services environment.
- Strong knowledge of Azure, Microsoft Windows OS, Office 365, and Active Directory.
- Familiarity with ITIL principles and service management tools.
- Experience in troubleshooting hardware, software, and networking issues.
- Understanding of security best practices in a regulated industry.
- Excellent communication, problem-solving, and customer service skills.
Basic knowledge of networking (TCP/IP, VPNs, DNS, DHCP) is desirable. Relevant certifications like ITIL Foundation are beneficial where applicable. Experience with Citrix, VMware, or virtual desktop environments would be advantageous.
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