Information Technology Support Specialist

Job Purpose:To provide desktop support and assistance to NBO users resolving their issues, provide 1st and 2nd level support to NBO users, manage help desk queue and call escalation to other IT sections, trouble shoot hardware and software related issues.Key Tasks and Duties:Provide technical support services on all desktops across the bank and ATM / CCDMEnter all helpdesk calls in the system and follow-up on pending calls on queueAnswer calls from an inbound queueAssess and troubleshoot employee's issues with computer hardware and software applications and technical ATMs issues and escalate to next levels when neededMaintain a written record of issues and work performedDiagnose and resolve problems using documented procedures, checklists, and innovationRoute issues as necessary to the appropriate IT teamOperate as a member of the IT Support team. Maintain clear channels of communication with other team members and managementComplete new ATMs projects related tasks as per the checklist and successfully bring the ATMs online