The successful candidate for the IT Helpdesk Technician- Service Desk- Banking Sector 6-month contract role will fulfil the following responsibilities:

• Monitor of unassigned queue& answer support calls
• Assist the Help Desk manager with ad hoc project work
• Ensure ticket quality is of the highest standard
• Assist in the training of new and existing IT staff
• Ensure ownership of incidents, requests, and problems from capture through to resolution while complying with SLA's and KPI's
• Ensure all incidents/requests/problems are identified, maintained/updated daily, and escalated where appropriate using the Help Desk management system
• Assist in the maintenance and development of end user facing and internal department documentation.
• Adhere to the helpdesk processes
• Identify recurring incidents and adhere to incident and problem management processes
• Identify areas of potential improvement, highlight problems, and suggest solutions to ensure continuity of service delivery
• Complete the on-boarding and off-boarding processes for new joiners and leavers
• Liaise with third party solution providers on escalated issues and keep users informed of progress
• Carry out other duties as required by the help desk manager to support the overall effectiveness of the IT Department