Support Analyst- 1st Line Support Engineer - Banking

1st Line Support, Support Engineer, Banking, Customer Service, Technical Support

Overall Job Purpose
*To provide IT support and resolution on all types of incidents and requests reported to the IT Service Desk from a global customer base.
*Achieve performance objective and targets including Service Level Agreements (SLA) & productivity targets.
*Agree and implement own training and development requirements (inc customer service delivery) to facilitate maximum efficiency and increase capability across the Service Desk.
*Liaise with 2nd/3rd line support teams and external suppliers to reach a speedy resolution of incidents, which cannot be resolved at 1st line.
*Drive the increase of number of calls resolved at first point of contact by sharing information, updating existing knowledge and writing new knowledge documentation.
*Liaise with the New Business and Integration team during the pilot of new products and software.
*Identify enhancements to current processes and procedures to meet/exceed customer expectations.
*Drive forward the continuous improvement of the department by championing change and driving service improvements.

Person Specification
*Excellent customer service skills
*Reasonable level of organisational awareness, including some level of technical knowledge
*Excellent telephone manner
*Excellent written and verbal communication skills
*Ability to work in a highly pressurised environment
*Confidence to deal with demanding customers and to positively influence them
*Assertion to make informed decisions and see them through