Primary Role/Job Responsibilities:Provides first tier support and assists with second tier support to diagnose and resolve technical problems and service requests submitted by business partners. Follows established procedures to respond to service requests and analyze potential system problems. Diagnose system hardware, software and operator problems for desktops and related applications. Recommends remedial actions to correct problems based on knowledge of system operation.Applies established solutions and uses help desk tracking system to log service requests and document resolutions, including problem determination and actions taken.Installs end-user hardware and PC software, while assuring compliance with appropriate change management practices established by the Bank. Assists business partners with education on proper use of equipment and software, including awareness of current features and capabilities.Provides support for hardware/software compliance and asset management, including but not limited to inventory tracking and disposal. This function will also provide backup support for IT related purchasing.Maintains professional growth and development and keeps abreast of latest trends in technology.Executes scheduled programs, produces required reports, and performs data archives for Bank related applications.

· Maintain a Best in Class SLA on all incidences and request· End user technical support and training· Working with Business on innovations and engagement· Development of technical support documentation· Metrics Reporting and Sustainability· Resolve about 25% of Incidents for the Site "70% HC 25% CST 5% other group.· Maintain 100% accuracy on all IT assets via corporate database

• Engage with the business unit and out Global Help Desk (GTS) in providing World Class Support by responding to events (Customer calls, Magic tickets, email requests, voice mail, etc.) for all technologies supported by Mars IS Local Site Support • Partner with GTS in the resolution of problems by applying appropriate corrective action for all events or issues utilizing problem solving skills, technical knowledge, and problem solution documentation • Resolve all open issues per service level agreements and with proper communication protocols• Operate as a Technical Expert in a variety of disciplines such as Standard Desktop Solutions, conference room technology, Blackberry, Microsoft Office, etc.• Provide Operational Excellence in the deployment of business solutions• Perform daily inspection and maintenance on all conference rooms• Develop and maintain site support related documentation • Remediate virus threats to end user PC’s• Ensure compliance with corporate standards and security policies