• Field Engineer- IT Analyst

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Job Description

Job Purpose Summary Reporting to the Site Team Lead and Head of EUCS, the jobholder is responsible for end users client services provisioning which includes issues pertaining to IT hardware and applications that a user accesses for BAU. The jobholder will ensure that SLA targets are met and all related Processes and Procedures are followed. Main Accountabilities and Approximate Time Split Accountability:  Service Delivery Time split: 70% The IT Field EngineerIT Analyst will be expected to undertake the following activities: ·         To ensure that they understand the service levels agreed so that system issues and faults are resolved within the prescribed SLA times. ·         To play a major part in the resolution of incidents that impact on service level targets, but which could not have been legislated for within the SLA. ·         Should be familiar with standard Microsoft and other business desktop tools to be able to support business users. ·         To ensure that all customer callstickets logged in the service desk are attended to with agreed SLA and an effective resolution is provided. ·         To provide first level technical support to users. ·         Provide a level of expertise to resolve minor live business problems. ·         To work closely with the local service desk team and coordinate with global teams where required. ·         To escalate queries internally to Team Leads Head of EUCS for any delays to service delivery. ·         To provide AV support where required. Should be proficient with using Audio conference systems and Video conferencing systems. ·         To provide project level support for different business initiatives involving technology. ·         To provide On site and Off Site Townhall assistance. ·         Coordinate with vendors for service delivery where required. ·         Undertaking of End Of Day Tasks. Accountability:  SLA performance levels Time split: 30%   ·         Manage SLA commitments and ensure adherence to timelines. ·         Act as Task owner for issues in hand. ·         Manage customer expectations. ·         Report to Team Lead of any issues that are exceeding SLA limits and needs escalation. ·         Maintain communications throughout handling of an incident with the users. Knowledge, Expertise and Experience Essential: Minimum of 2 Years of IT Service Delivery using ITIL methodology ·         Strong Technical troubleshooting skills Excellent Technical knowledge ( A+ ,MCSE preferable)  Excellent verbal and written communication skills Presentable and Articulate Good Co-ordination skills. Strong interpersonal skills able to influence and negotiate Preferred : Knowledge of support tools to support End User Client services ·         Knowledge of IT service delivery Techniques (Service Delivery essentials) ·         Consistent Team Player, Committed Key Competency Areas (as defined in the Competency Framework) Agreed by: ·   CLIENT CUSTOMER FOCUS ·   COMMERCIALITY ·   RISK MANAGEMENT ·   DELIVER SOLUTIONS ·   DECISION MAKING ·   PEOPLE DEVELOPMENT ·   COMMUNICATION & INFLUENCE ·   COLLABORATIONERCIALITY Job Holder Line Manager HR Business Partner

Profile Summary

Type:Company Job

Eligibility:Bachelor's Degree

Role:Information Systems (MIS) - Manager

Industry:Banking/Financial Services/Broking


Deadline:02nd Jun 2018

Company Profile

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