The Service Desk Specialist will be the first point of contact for resolving IT-related issues and providing technical support to employees. This role is vital in ensuring the smooth operation of IT services and helping users resolve their technology-related challenges

§ Serve as the primary contact for IT support, responding to and resolving user-reported issues, incidents, and service requests.

§ Provide timely and effective technical support through various channels, including phone, email, and chat.

§ Troubleshoot hardware and software problems, guiding users through the resolution process.

§ Document and prioritize support requests, ensuring accurate and efficient case management.

§ Escalate more complex issues to appropriate IT teams or Vendors and follow up on the resolution.

§ Assist with software installations, updates, and configuration on users' devices.

§ Provide user training and guidance on best practices for IT usage.

§ Contribute to the improvement of IT service quality and efficiency by identifying recurring issues and suggesting solutions.

§ Stay current with technology trends and participate in training and development activities.

Skills

§ Computer Science or equivalent degree graduate

§ 7 + years’ experience handling a Service Desk team in a small to mid-sized bank.

§ Understanding/experience of Islamic banking products

§ Strong skills and experience in producing management presentations.

§ Strong analytical skills

§ Ability to work in a fast-paced environment and manage well through ambiguity and complexity.

§ Ability to execute and follow through to completion and documentation.

Excellent communication (oral and written), presentation skills, and experience in liaising with external parties.