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Job Description

This role provides support services for various business units including Technology, Operations, Finance, HR, Risk Management, and Internal Audit. As a member of the Workplace Support Services team, the person in this role will work closely with business unit heads on projects and act as a liaison between the business units and IT. Responsibilities include asset management, troubleshooting Office 365 issues, deploying software remotely, providing Level 1 and 2 support, ensuring IT security, managing a support team, and reporting. The ideal candidate will have 7+ years of IT support experience in banking/finance, knowledge of Microsoft technologies and ServiceNow, strong communication and client management skills, and experience with networking, project management, and problem solving.

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19 views

Job Description

This role provides support services for various business units including Technology, Operations, Finance, HR, Risk Management, and Internal Audit. As a member of the Workplace Support Services team, the person in this role will work closely with business unit heads on projects and act as a liaison between the business units and IT. Responsibilities include asset management, troubleshooting Office 365 issues, deploying software remotely, providing Level 1 and 2 support, ensuring IT security, managing a support team, and reporting. The ideal candidate will have 7+ years of IT support experience in banking/finance, knowledge of Microsoft technologies and ServiceNow, strong communication and client management skills, and experience with networking, project management, and problem solving.

Uploaded by

Video Creator
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Job Description :

Responsible for providing support services for Technology, Operations, Finance, Corporate
Services/Security, Legal and Compliance, Human Resources, Risk Management, Corporate
Communications, and Internal Audit business units. This role mainly entails project work and
consultation for technical troubleshooting and management escalations. 
As a member of Workplace Support Services(WSS) team, you will need to work closely with the
BU heads and respective BU's on various projects and initiatives, representing business units’
interests, and conversely acting as an IT liaison between BU Heads and BU in timely manner.

• Asset Management will cover (Asset allocation, Asset tagging, and maintaining the inventory
through available MS Tools) 
• Troubleshooting and Managing end to end Office365. ( Expecting excellent knowledge around
outlook, Excel, (AddIn and Plugin related issues)   
• Deploying software’s remotely using MS application to all users.
• Providing L1/L2 Support as a BUSS engineer. 
• Ensuring the security of the IT infrastructure by implementing industry best-practices regarding
privacy, security, and regulatory compliance. ( AV Patching on local terminals /systems) 
• Manage team size of minimum 5-8 Support Engineers
• Basic reporting skills through Excel and PowerPoint
• Hands-on technical experience as per DSS requirement i.e.  to handle all basic IT related issues.

• Knowledge of Service Now ticket management tool is desirable


• Outage / Event management - Understanding the BU impact and communicating with relevant
stakeholders and business unit heads.
• Perform impact analysis for business and IT events
• Coordinating with other MS internal/Vendor ( Network /Voice/deployment/etc) teams for
escalated or unresolved issues.
• Ensure Bi-Weekly floors walks are done and reported to the BU to ensure proactive detection
and mitigation
• Identification of Top call drivers for BU

• Act as a liaison between the Business Unit and other IT teams / vendors
• Good to have knowledge of Project management and framework for better execution. 
• Proactively look for innovative and creative ideas
• Work closely with global counterparts on projects & initiatives
• Manage new hardware and software onboarding/testing  
• Update support ( SOP) documentations on need basis.

• 7+ years of IT support experience preferably from the BFSI industry


• Comprehensive knowledge of the Microsoft Windows 10/11, O365 and computer
hardware/peripherals
• Basic networking skills (Need to know basic commands) 
• Strong communication in both written and spoken English.
• Strong client and escalation management skills
• Strong leadership and project management skill 
• Regular Coaching and Feedback
• Multitask and ability to prioritize tasks
• Ability to work independently and drive innovation
• Self-starter with the ability to work independently with little supervision
• Able to operate effectively in a stressful environment
• Strong analytical and problem-solving skills

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