Senior Service Desk Analyst
Current• Act as a first line technical resource on support issues for IT support, taking ownership and responsibility of each incident• Be responsible for ensuring all calls and emails are logged accurately within the Service Management system.• Have a strong customer focus and the ability to operate in a challenging environment with changing priorities and deadlines.• Planning, coordinating and supporting IT service desk for Mashreq Bank globally.• Incident Management: Handling incident (issue) in various application which is used for business and by end users• Responsible for installation, configuration, upgrade and administration of Mashreq Bank applications.• Installation and configuration of Omni Flow and Omni scan, CRM for Outlook client, Lotus Notes based upon the client requirements applications.• Providing support for Citrix applications, Microsoft Dynamics CRM 10, Oracle Flex Cube business application, Business Objects applications through Xenapp Server.• Handling calls and coordinating with teams till the incident is closed and ask for Root Cause• Assigning the incident and request tickets to concern teams according to the SLA by using BMC Remedy Force tool and follow up on open tickets and take it to closure.• Providing L1 Support for Bank applications like Flexcube, Omni scan, EDMS, IRIS, etc• Escalate incidents to the relevant 2nd or 3rd line technical teams ensuring the Team Leaders are aware of any major risks, issues or outages.• Track all owned incidents escalated to other support teams to ensure that customers receive an appropriate response within published SLAs. • Enabling bridge calls between App/Stream/Cluster head for resolving the incidents.
