It Service Desk Analyst (Contract)

Job Overview/Purpose:

The Service Delivery Analyst Administrator is responsible for providing 50% first and 50% second level technical support for all client service requests for Rabobank.

Context of Job:

The Service desk Analyst provides some front line support for end-user requests and will liaison between the North America Regional Service Desk and other IT departments to ensure the clients have windows/desktop, networking and systems support when needed.

Responsibilities:

• Input all information relating to client calls/IM/emails/WALK INS received using the bank’s ticketing handling/resolution application. Maintain detailed and accurate records of requests/incidents, problems and resolutions, building an ever growing knowledge base.
• Research and recommend solutions for client needs during our group meetings or make suggestions based on what is available in the industry.
• A/V support
• Communicate and interface with clients and with other IT support groups.
• Provide all PC hardware and software updates and upgrades. Requires to stay in touch with new technologies, techniques and standards; attending appropriate technology and service classes as necessary in order to serve the business groups. Answer a high volume of calls, keeping up with emails and maintaining a rapid response rate according to agreed standards.
• Provide support and facilitate remote access to user population (laptop support).
• Monitor and implement all Microsoft patch releases on desktops and laptop PCs.
• Coordinate Moves
• Installation of current software applications and MS patching utilizing SCCM.
• Establish and maintain the security of our Windows environment, adhere to Rabobank policies, procedures and industry best practices.
• Day-to Day support of all Windows based products for Desktops and Laptops.
• Maintain/Update user accounts in Active Directory.
• Implement new and existing hardware (e.g. desktops, laptops, printers, etc.). This includes, but is not limited to installing, configuring, moving and maintaining hardware and software, ensuring remote user connectivity and addressing any problems that may arise pertaining to the functionality of end users.

Requirements:

• Previous experience working in banking or financial services sector will be an advantage
• Open to working a hybrid set up
• Good communication and interpersonal skills
• 3+ years experience providing IT Support to end-users in a professional environment