Service Desk and Data Center Analyst - Vistas

Perform question/problem diagnosis and provide enduser support over the phone or remotely with the objective of minimizing nonproductive time by employees across the organization

Provide efficient and effective support to all IT users to maintain operation of required systems and minimize nonproductive time by employees across the organization

Ensure users are communicated about the downtime during system upgrade and/or implementation

Offer a professional friendly efficient and effective customer service to all employees on a consistent basis

Build and maintain strong and effective relationships across all IT departments to further knowledge

Act as a single point of contact for phone calls and emails regarding IT issues and queries

Receiving logging and managing of calls via telephone and email

First level support troubleshooting of IT related problems from inhouse software to hardware such as laptops PCs and printers.

Troubleshoot basic network issues

Escalate unresolved calls to 2d level support team

Log all calls in the Service Desk application/program

Take ownership of user problem and follow up the status of problems on behalf of the user and communicate progress in a timely manner

To maintain a high degree of customer service for all support queries and adhere to ALL policies

Provides stat report to the management as required

Basic Active Directory knowledge such as creating accounts reset passwords create groups etc.

Responsible for performing and maintaining the daytoday operations of the Banks Data Center Activities Maintain batch job processing and manage the process of EOD on different applications

Constantly monitor critical system consoles for exceptions and errors Perform system health checks as and when required.

Provide first or second level support to endusers for all corebanking and other critical applications.

Carry out scheduled tasks required within the Data Center Operations Including but not limited to on demand report generation user profile management client installation trouble shooting system status verification printing issues monitor batch and online data transactions processing for the Banks application systems to ensure that necessary batch jobs are processed online transactions are processed to normal completion and processing is performed on a timely basis and in the appropriate sequence Maintain records of operational exceptions errors/system faults.

Carry out backup/restore activities on regular and on demand basis within the Data Center Operations.

Apply application change requests as per agreed procedures

Work with concern team and consultants to promptly resolve exceptions or faults and escalate errors/ exceptions as necessary.

Highlight system problems and errors to the Operations Manager on a timely basis

Ensure timely and accurate documentation of all procedures and policies as well as analyze and identification of updates required given changes in systems or environment

Perform the POS operation activities (profile Creation / Modification / Deletion In TMS application Deployment in POS terminals Encryption key Deployment to all POS terminal adding the encryption key to the IST switch using Cortex system adding the POS Serial Numbers to Cortex system)

Work with team in shift (24/7) basis to perform the above activities.

Skills

Bachelors Degree in IT or any related field.

Min of 2 years experience in EOD Operations BIOS Data Center IBMi System

Preferred experience in Banking Sector