IT Helpdesk Support Executive

Job Description:

Job Title (Designation): IT Helpdesk Support Executive

Department: Information Technology

Experience: 2 / 3 Years of work experience (Banking environment preferred)

Required Qualification: Diploma in Engineering/Any Graduation Degree

Preferred Qualification: Diploma in Engineering/Any Graduation Degree

Skill, Knowledge & Trainings:

• Basic troubleshooting skills in Windows server and Client operating systems.
• Ability to understand precise problem definition over phone and providing requisite technical support.
• Should have expertise to provide first level support for LAN & WAN networks
• Should have hands on experience on IBM WebSphere MQ Series (MQ Server & Client)
• Should have hands on experience on SWIFT, SFMS, NGRTGS, E-KUBER applications

Core Competencies:

• Excellent communication skills
• Self-motivated & Self starter
• Ability to quickly adapt to new technologies
• Ability to thrive on challenges/pressure

Functional Competencies:

• Prompt action on reported issues
• Problem Analysis skills
• Effective Co-ordination with support teams/vendors
• Effective planning for scheduled activities like BCP, Application Upgrade/Migration etc.
• Proficiency in Email and Telephonic communication
• Application Testing Skills

Job Purpose: Helpdesk Technical support for  Trading & Settlement Applications and Third Party Applications viz SWIFT, SFMS, NGRTGS, E-KUBER applications etc.

Area of Operations Key Responsibility

• Technical support to Member Banks over telephone/Email
• Providing technical support to Members of trading and settlement applications.
• The technical support on daily basis includes new application installation, application upgrade, certificate update, member end 
• BCP Drill, troubleshooting etc. The support to be provided through channels such as telephone, email, remote connection etc.
• Providing first level of support for any Network connectivity related issues for applications.
• Performing IT related testing of new Trading application releases in Test Environment before releasing it to Members
• Support to members for New Application Launch /Revamp of Applications / New Releases/Upgrade Login testing
• Coordination with  internal teams, SPOCs, vendors etc. for problem resolution and escalation of unresolved Member Calls to higher level.
• Visiting Member locations for IT health checkup\application related problems/troubleshooting on need basis.
• Visiting premises of the new member applicants to ensure adequacy of IT System and prerequisites for Go-Live of the application.
• Support to be provided to all members when performs its BCP Drill. Also support to be provided from alternate locations
• As part of member contingency support, setting up of Application Terminals at premises incase member is coming to premises for operations due to some issue at their end.

Administration of Third Party Applications

• Maintenance and Administration of Third Party Applications viz SWIFT, SFMS, NGRTGS, eKUBER etc.
• The technical support includes new application installation/patch upgrade, certificate update, troubleshooting, support to internal Department users using these applications, UAT Testing etc. 
• Co-ordination with respective application vendors /raising support tickets for issues faced in the application