Sr IT yst Large Multinational Bank

2 months ago

New Delhi, India Riverforest Connections Private Limited Full time

The IT yst New Delhi Office will provideadvanced IT Support to business partners in Bank New Delhi officeand guidance to more junior team members in the team. Inbent willbe responsible for providing enterpriselevel IT support to clientsby working closely with service teams within ITS and servicevendors and identifying troubleing and resolving basic to complextechnical and nontechnical enduser questions for alldesktop/computing services.

Roles &Responsibilities:

Works directly with businesspartner to probe and ask effective questions to fully diagnose boththe root cause of a problem and the customers comfort level withtechnology.

esses more complex nonroutineproblems in his/ her area of specialization including thoseescalated by others.

Serves as second point ofcontact called upon to resolve customer problems. Identifies andengages the resources necessary to fully evaluate and address thesituation following up to ensure effective resolution.

Conducts complete diagnostics of most business technologyproblems including those involving multiple systems clientsplatforms and technologies.

yzes informationrelated to a Tech solutions service identifying and reporting ontrends anomalies etc. Identify opportunities for improvements andescalate to management.

Supports and maintainsthe enduser environment. This includes configuring new hardwarereviewing and addressing virus alerts installing and troubleingsoftware including patches performing tests and monitoring theenvironment (especially during peak periods) to anticipate supportneeds.

Participates in facilities work andvendor management as part of CO administrative teams. Participatein security and business continuity activities. Supportsinstallation maintenance upgrades to local networks andcommunications infrastructure.

Disseminatesinformation on common problems and issues to businesspartners.

Tracks trending of issues andproactively escalates to Team Coach/ Product Owner

Applies Technical Knowledge under limited guidance/direction.

Recommend topics and providenecessary IT training sessions to business partners offer agilesolutions to meet clients evolving needs; help to increaseawareness of clients about available ITS tools andproducts.

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

Attendtraining sessions and maintain a working knowledge of the IT trendsin the business relevant to supporting the WBG business partnersmonitor technology trends and developments.

Administer WBG information security standards; adhere toInstitutional and ITS policies directives and procedures;consistently enforce WBG technology standards; ensure that theintegrity and security of WBG Systems are not compromised fromwithin or outside the corporation.

Demonstratestrong Tech solutions service ss and service orientation.

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

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

Contribute to Quality Management Program of ITSR1 acrossRegions.

Candidates Profile

Bachelors or Masters degree with 28years relevantexperience OR equivalent combination of education andexperience

Excellent Windows desktops VPNs andApple mobile devices supporting ss.

Advancedknowledge and ss in Microsoft suite products e.g. M365 OutlookSharePoint OneDrive on Mobile and PC and browserbasedapplications.

Advanced ss with virtual meetingtools including Cisco products such as WebEx MS Teams andZoom.

ITIL4 Certification and Experience inperforming incident management according to ITIL practices usingServiceNow system and adhering to agreed SLAs and Qualitymetrics.

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

Good Communication & Presentation Ss for Conductingtraining on IT Products and engage with Clients in a multiculturalEnvironment.

Good Understanding of AgileFrameworks & Technologies like AI Cloud preferred.

Ability to ist in ticket/process auditreporting.

Selfmotivated and able to work in amultifunction Team spread across Countries andCultures

Agile,Cloud,Desktop support,ITinfra,L2/L3 protocols

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