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A Multinational Investment Bank
Best in the industry
31 Oct 2020
Excellent communication skills and telephone manner.
Excellent organizational skills
1/2 years previous IT Service Desk and/or Call Centre experience required
Incident Management experience – Managing incidents including business expectations and communication
Basic User & Security Group Active Directory administration
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Office 2010
Experience with using and troubleshooting Outlook 2010 within a network environment
Having experience on Skype for Business.
Having sound tools knowledge (SNOW & Monitoring Tools Spectrum ) will be added advantage
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
Respond quickly to all queries and incidents, Manage incidents, including via telephone, Chat & email.
Communication, alerting technical staff via assignments and escalating to Resolver group.
Support & Classification, making an initial assessment into the nature of the incident, assessing the severity, impact and risk.
Answering queries and resolution of straight forward incidents /Service requests.
Escalation of unresolved cases to next level application specialist teams.
Monitoring & Tracking, reviewing the progress of an incident and keeping the customer informed.
Closure, formally closing incidents/Service requests. Initial review and evaluation of the case.
Communicating major IT incidents /Service requests to affected customers.
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