Service Desk/Helpdesk Support Analyst - Global Banking Client
My client, a leading global bank, is seeking a Service Desk/Helpdesk Support Analyst to join a dedicated team supporting a large and dynamic user base. This role involves providing technical assistance to over 20,000 users across 25,000+ desktops, as well as laptops, BlackBerry devices, and BYOD platforms.
The Service Desk operates 24/7, and the position includes participation in a rotational shift pattern, which regularly features late shifts. Occasional weekend coverage may also be required to support key clients and ongoing service desk initiatives.
Key Responsibilities
* Deliver prompt and professional support via inbound calls to the Premium Client Service Centre.
* Resolve desktop-related issues remotely and over the phone, aiming for first-contact resolution.
* Collaborate within a high-performing service team to deliver tailored solutions that meet client needs and enhance service delivery.
* Identify and address recurring issues by working with other teams and leveraging data from Problem Management Systems to implement long-term fixes.
Skills & Experience
1. Proven experience in desktop support, ideally within a large-scale enterprise environment.
2. Fa...