Job Title Sr Associate System Engineer
Purpose of Department
The Support and Delivery team is responsible, for provisioning of Hardware kit, mobile devices and MPS printers. The team undertakes technical remote support for hardware and software related issues reported.
The team also provides support for the ATM estate and manage system generated incidents / alerts and handle customer / staff calls to report ATM issues.
The Senior Technical Analyst would be responsibilities :
Completion of requests received through GSR / GSD within the agreed SLA.
Provide excellent customer support and maintain effective working relationships with other support teams, other Head Office areas and external service providers.
Support the ATM estate and manage system generated incidents / alerts and handle customer / staff calls to report ATM issues.
Provide technical support at the telephone to the branch Network, Third Party Engineers and Other callers for all Self Service equipment to achieve maximum customer satisfaction & availability.
Assisting with First Line Fixes, logging and cancelling engineer calls, only when appropriate and identifying and escalating live issues.
Proactively working Base 24 screens to achieve optimum availability and logging engineer calls as appropriate. Liaising with various teams and Third Party Engineering companies.
Understand the Quality requirements of the process well and follow up by calling / emailing the customer by having the parameters as the guide.
Work / Implement on feedback given by the Trainers / Team leads / Coaches and show improvement (if necessary).
Adhere to the security and compliance standards and focus on excelling customer requirements.
Acquire good process knowledge and be informed of all new updates / additions and functions.
Skills / Experience Required
Candidate should be graduate in any discipline with 18 months of IT experience - D
Ability to work under pressure and deliver within limited timescales, whilst maintaining quality-E
Ability to prioritize and deliver service, to agreed service levels, within a diverse and constantly changing technical environment. E
Enthusiasm for new technologies and change. E
Good working knowledge of Windows Operating system. D
Basic knowledge on Support and Delivery processes E
Good general IT support knowledge. E
Strong interpersonal skills & good customer service skills. E
Good communication skills, both verbal and written. E
Strong analytical skills to quickly assess situations, their impact and options for resolution with high level of judgment and decision making skills. E
To work in 24 / 7 environment. E