Job Purpose:

As the Service Desk Analyst, you are responsible for providing both technical and nontechnical customer support via Service Now, phone, email, and chat within a technology call center environment. You must ensure that service levels are achieved in line with SLA’s, contracts and that customers’ expectations are met or exceeded. You must be adaptable to performing under high pressure conditions when confronted with an emergency and may be required to work overtime, shift work, variable work schedules, and be on-call 24-hours a day.

 Qualifications
 
Job Responsibilities/ Accountabilities:

• Serve as the point of contact for Payments team on all support related issues.
• Serve as the linkage with the Group IT Service Desk.
• Document customer requests in Service Now and record action taken and follow up on deferred actions
• Monitor incident management queue (ServiceNow) for all incidents. For each incident, perform initial troubleshooting steps taken to date; determine appropriate escalation path and assign incident to appropriate team for resolution; validate expected incident response and resolution times.
• Ensure timely resolution or escalation, communicate promptly on progress, and ensure customers are handled with a professional attitude.
• For all escalated tickets, determine whether knowledge management artifacts, self-service or help desk tools, or published web site information could solve this incident in the future; provide key details for such improvements to appropriate work teams as needed.
• Ensure the successful ongoing operation of the Service Desk and Incident Management processes.
• Develop service trends and ensure that effective measures are taken to improve service levels
• Maintain good relationships with client businesses by ensuring that their business requirements and plans are understood.
• Monitoring of daily, weekly, and monthly performance objectives, SLA monitoring and reporting.
• In addition, handling queries, complaints and suggestions promptly, professionally and in accordance with current Technology practices and procedures
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
• Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations and IT and achieve audit and assurance targets
• Responsible for driving own Performance Development, collating relevant documentation, preparing for and arranging reviews.
• Identify training and development requirements, formulating own plan to be agreed with team leader. Responsible for ensuring own plan is completed within agreed timescales.
• Undertake all necessary training in order to perform the role to the required standards, including gaining accreditation where appropriate

Required Skills/Experience

• Bachelor's Degree in IT or equivalent experience is required.
• ITIL V3+ certification required/a must.
• 10+ years of experience in the Banking/Financial Industry.
• Strong understanding of banking products and operations.
• 8+ years of experience in a technology service/support center environment or equivalent work experience.
• Must have hands on practical and min 5+ years’ experience utilizing Service NOW in a tech support function.
• Must have extensive experience in service desk KPIs and metrics.
• Expert in the use of Microsoft Office Excel with demonstrated focus on basic data analysis and reporting.
• Strong negotiation and influencing skills.
• Demonstrable ability to take a proactive, customer service approach when dealing with all levels of customers. This includes the ability to serve executives and irate customers and diffuse volatile situations. Superior customer service skills.
• Must be detail oriented and able to document technical issues effectively, and accurately.
• Ability to work independently with minimal supervision.
• Excellent written and verbal communication skills.
• Outstanding client relationship management skills.

Method of Application