IT Help Desk & Desktop Support
SMBC Group is a top-tier global financial group offering a diverse range of financial services. The role involves providing application and system incident resolution while ensuring minimal disruption to end users and maintaining compliance with procedures during user onboarding and offboarding.
Responsibilities
- Provide application and system incident resolution with attention paid to minimizing disruption to the end user
- Deploy application and system software updates in a timely manner, working with key users to perform user acceptance testing prior to firm-wide launch
- Provide incident resolution focusing on speed to first response and resolution, with attention paid to minimizing disruption to the end user
- Proactively monitor for key application and system software updates ensuring updates are ready before users begin to request
- Monitor and maintain end-user hardware inventory to ensure that hardware is operating in peak condition throughout useful life
- Control user access requests by getting approval from authorized parties
- Maintain compliance with recommended procedures during on- and off-boarding of users
- Follow-up with end users to keep them appraised of issue status or to ensure the issue has been fully resolved
- Engage with end users to understand if there are any unreported issues or improvements that can be made
- Maintain relationships with external vendors to act as a resource on issues related to their specific products, as well as staying informed of key new products, updates or bugs
- Seek guidance from senior help desk members when facing new or challenging incidents
- Update documentation changes both for internal team use as well as for public posts and announcements on common IT procedures and problem resolutions
- Demonstrate understanding of device reporting tools to aid in issue triage and identification
- Display familiarity with the functionality of user applications to understand where issues may occur
- Possess knowledge of end-user hardware to be able to repair and replace faulty components
- Show familiarity with the reporting tools and procedures for various back-end systems to aid in the creation and running of periodic reviews
Skills
- Provide application and system incident resolution with attention paid to minimizing disruption to the end user
- Deploy application and system software updates in a timely manner, working with key users to perform user acceptance testing prior to firm-wide launch
- Provide incident resolution focusing on speed to first response and resolution, with attention paid to minimizing disruption to the end user
- Proactively monitor for key application and system software updates ensuring updates are ready before users begin to request
- Monitor and maintain end-user hardware inventory to ensure that hardware is operating in peak condition throughout useful life
- Control user access requests by getting approval from authorized parties
- Maintain compliance with recommended procedures during on- and off-boarding of users
- Follow-up with end users to keep them appraised of issue status or to ensure the issue has been fully resolved
- Engage with end users to understand if there are any unreported issues or improvements that can be made
- Maintain relationships with external vendors to act as a resource on issues related to their specific products, as well as staying informed of key new products, updates or bugs
- Seek guidance from senior help desk members when facing new or challenging incidents
- Update documentation changes both for internal team use as well as for public posts and announcements on common IT procedures and problem resolutions
- Demonstrate understanding of device reporting tools to aid in issue triage and identification
- Display familiarity with the functionality of user applications to understand where issues may occur
- Possess knowledge of end-user hardware to be able to repair and replace faulty components
- Show familiarity with the reporting tools and procedures for various back-end systems to aid in the creation and running of periodic reviews
Benefits
- Annual discretionary incentive award
- Competitive portfolio of benefits
Company Overview
Company H1B Sponsorship