Technology Workplace Services Technician

The Work :

This position is an entry level with 1 to 3 years of work experience. The Technology Workplace Services Technician manages the company’s software (Enterprise Banking Software, Paperless System and Microsoft Suites) and hardware (desktops, servers, smartphones, and audio / visual equipment). Plus working with external service providers to install and maintain the company’s technologies. This position is responsible for the Bank’s technical support function and for employees seeking technical endpoint assistance either virtually, in-person or via email.

The Core Responsibilities Of The Job :

Technical Support (60%)

• Support of Desktop / Laptop / Smartphone issues from various support channels (phone or ticket system).
• Be the first point of contact providing solutions to internal enterprise applications.
• Provide top quality support to all levels of Bank employees.
• Experience with ITIL-based service desk solutions, such as ServiceNow, Sys-Aid and Atlassian.
• Ability to leverage multiple vendors to troubleshoot issues efficiently.
• Maintains the Bank’s audio / visual and teleconferencing equipment.
• Executes the Move / Add / Change requests of Bank employees and relocation.
• Maintain, update, and categorize tickets within SLA with procedural follow ups.
• Maintain the First call resolution above 90% on regular basis.
• Managing incidents and service requests effectively; ensuring information is captured in the ticketing tool.
• Continuously improve the internal knowledgebase with common IT issues.
• Performs remote troubleshooting through diagnostic techniques and pertinent questions.
• Assesses recurring issues to create automated processes where possible.
• Sets up and deploys IT equipment for new employees.
• Guides users through computer onboarding and upgrading processes.

Project Implementation (10%)

Operational improvements & Administration (10%)

Security & Compliance (10%)

IT Procurement (10%)

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