1st & 2nd level Help desk support High Severity Incident management & escalations for production support Liaising with internal users and business representatives Fault logging & troubleshooting Training new staff within the team Monitoring application functionality Providing Quality Assurance on New upgraded Software. Data analysis & reporting for problem management Weekend support for patches & releases of… Show more 1st & 2nd level Help desk support High Severity Incident management & escalations for production support Liaising with internal users and business representatives Fault logging & troubleshooting Training new staff within the team Monitoring application functionality Providing Quality Assurance on New upgraded Software. Data analysis & reporting for problem management Weekend support for patches & releases of internal applications Understand CBA’s wide variety of diverse products and services, such as Commercial, Home and Personal Loans, Credit Cards, One Team Referrals, Imaging, Workflow, Foreign Exchange, Funds Advice products and Insurance Products.Training of new staff – introduction to the system and demonstration of functionality and business procedures.Maintain individual Key Performance Indicators (KPI) and adhere to Service Level Agreements (SLA). Show less