IT Helpdesk Support, Office Automation Support Engineer, Ag Service Desk Team Leader

Key contributions
* Provided 1st Level Support troubleshoot general hardware and software issues on Desktops and
Laptop support which includes but not limited to the configuration. Printer installations and
maintenance and ensure the resolution of service incidents escalated.
* Assisted in implementing approved and required user access management and password
management services.
* Ensured that all IT requests are logged and communicated effectively by monitoring call queues
and processing calls efficiently.
* Analyzed trends and ensured proper escalation of calls to proactively resolve the requests.
* Ensured all ITSM activities are carried out as per the bank's SOP manuals.
* Provided all the support services as per the greed SLA in order to ensure minimum TAT and
maximum customer satisfaction.
* Financial & Non - Financial (impact on end results "department budget, cost of operation")
* Warranty Support Negotiation with vendors, on computer hardware products laptops/desktops
Liaising with vendors (HP & Lenovo) to ensure repairs/replacements are done within the set SLA.
* Oracle Flex cube Universal Banking application support with Oracle MOS raising SRs, sharing
spools and scripts and fixes, also assist in implementing approved changed requests and required
user access management and password management services.
* Problem Management: To escalate problems and continuously engage with the 3rd level and/or
3rd party support vendors to ensure timely resolution of all escalated system issues. Ensuring
system patches, security and firmware updates are applied and kept up to date on all
workstations
* Systems Administration: - Perform day-to-day administration duties across business platforms i.e.
Office 365, VMware 6.5, Symantec Antivirus, Symantec Endpoint Encryption, Windows Server
2012, Active Directory, Print server.

Key contributions
* Tracked and managed all aspects of IT equipment acquisition, movement, delivery and
assignment.
* Scheduled, planned, coordinated, and ensured completion of preventive maintenance of the IT
equipment.
* Provided statistics on IT spares requests vs. demand and act on recommendation from desktop
support and preventive maintenance.
* Managed the allocation of machines from the IS stores to users and retrieval of the replaced units
from the user.
* Monitored monthly budget costs on IT leased equipment, Spares, and consumables.
* Verified and matched equipment requisition to payments done.
* Co-ordinated shipping of I.T. equipment to Outstation offices.
* Provided support for new route start up projects through on time delivery of equipment

Key contributions




* Delivered the Service Desk, Request Fulfillment Incident and Problem Management Processes
efficiently and effectively in accordance with the best practices in the Organization.
* Ensured first line team functioned properly in order to provide effective service delivery to
customers.
* Represented Service Desk team in departmental meetings.
* Liaised with change management by attending Change Advisory Board meetings.
* Management of the team shift pattern.
* Supervised the day to day activities of Service Desk operations to achieve targeted performance.
* Acted as an escalation point by keeping a real time view of incidents, problems, complaints and
requests affecting customers and ensuring they are managed to closure while keeping the
customer updated.