Sr IT yst Large Multinational Bank

1 week ago

new delhi, India Riverforest Connections Private Limited Full time

The IT yst New Delhi Office will provide advanced IT Support to business partners in Bank New Delhi office and guidance to more junior team members in the team. Inbent will be responsible for providing enterpriselevel IT support to clients by working closely with service teams within ITS and service vendors and identifying troubleing and resolving basic to complex technical and nontechnical enduser questions for all desktop/computing services.

Roles & Responsibilities:

Works directly with business partner to probe and ask effective questions to fully diagnose both the root cause of a problem and the customers comfort level with technology.

esses more complex nonroutine problems in his/ her area of specialization including those escalated by others.

Serves as second point of contact called upon to resolve customer problems. Identifies and engages the resources necessary to fully evaluate and address the situation following up to ensure effective resolution.

Conducts complete diagnostics of most business technology problems including those involving multiple systems clients platforms and technologies.

yzes information related to a Tech solutions service identifying and reporting on trends anomalies etc. Identify opportunities for improvements and escalate to management.

Supports and maintains the enduser environment. This includes configuring new hardware reviewing and addressing virus alerts installing and troubleing software including patches performing tests and monitoring the environment (especially during peak periods) to anticipate support needs.

Participates in facilities work and vendor management as part of CO administrative teams. Participate in security and business continuity activities. Supports installation maintenance upgrades to local networks and communications infrastructure.

Disseminates information on common problems and issues to business partners.

Tracks trending of issues and proactively escalates to Team Coach/ Product Owner

Applies Technical Knowledge under limited guidance/ direction.

Recommend topics and provide necessary IT training sessions to business partners offer agile solutions to meet clients evolving needs; help to increase awareness of clients about available ITS tools and products.

Evaluate and pilot test new products and services both hardware and software.

Attend training sessions and maintain a working knowledge of the IT trends in the business relevant to supporting the WBG business partners monitor technology trends and developments.

Administer WBG information security standards; adhere to Institutional and ITS policies directives and procedures; consistently enforce WBG technology standards; ensure that the integrity and security of WBG Systems are not compromised from within or outside the corporation.

Demonstrate strong Tech solutions service ss and service orientation.

Contributes to continuous improvement in User Satisfaction rate for IT products and services.

Deliver hands on training and contribute to improving the digital tool usability across the organisation.

Contribute to Quality Management Program of ITSR1 across Regions.

Candidates Profile

Bachelors or Masters degree with 28years relevant experience OR equivalent combination of education and experience

Excellent Windows desktops VPNs and Apple mobile devices supporting ss.

Advanced knowledge and ss in Microsoft suite products e.g. M365 Outlook SharePoint OneDrive on Mobile and PC and browserbased applications.

Advanced ss with virtual meeting tools including Cisco products such as WebEx MS Teams and Zoom.

ITIL4 Certification and Experience in performing incident management according to ITIL practices using ServiceNow system and adhering to agreed SLAs and Quality metrics.

Experience in supporting VIP business partners with the temperament to handle urgent requests.

Good Communication & Presentation Ss for Conducting training on IT Products and engage with Clients in a multicultural Environment.

Good Understanding of Agile Frameworks & Technologies like AI Cloud preferred.

Ability to ist in ticket/process audit reporting.

Selfmotivated and able to work in a multifunction Team spread across Countries and Cultures

Agile,Cloud,Desktop support,IT infra,L2/L3 protocols

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