Technical Support Leading / Senior Specialist (Helpdesk)

05-09-2025

254

Supervise and mentor the technical support team, ensuring effective performance and professional development.
Allocate tasks and responsibilities, ensure and monitor coverage and timely resolution of support requests in ranges SLA.
Provide training to team members on technical and customer service skills.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Act as an escalation point for complex technical issues, providing resolution or coordinating with other IT departments as needed.
Ensure compliance with the bank’s IT security policies, procedures, and regulatory requirements.
Ensure accurate documentation of technical issues, resolutions, and processes and Identify and suggest possible improvements on procedures.
Establish and maintain a knowledge base for common issues, resolutions, and troubleshooting guides and keep it actual.
Monitor and ensure compliance with agreed service level agreements (SLAs) and key performance indicators (KPIs).
Manage step by step the user problem-solving process.
Manage and Follow-up update customer request status.
Prepare regular reports on team performance, ticket resolution, and key metrics