Service Desk Analyst

About the Role

This position is based in Port Moresby and reports to the Service Desk Analyst Lead. The successful incumbent is responsible to provide first level help desk support to BSP Group’s internal and external customers.

Key Deliverables

• Be the custodian of BSP Information Technology’s Incident Management and Service Request Fulfilment Processes (ITIL).
• Be the subject matter expert of the IT Service Desk tool and be able to provide guidance and assistance to other BUs using the IT Service Desk tool.
• Be accountable for the IT Service Desk Mailbox Manager when required or delegated by management. This entails monitoring all e-mails workflows sent to the ithelpdesk@bsp.com.pg, to the relevant IT Service Desk Analysts to action work request, ensuring that all e-mails job requests are moved to respective IT Service Desk officers and job logged within the Service Desk Tool within approved turn-around.
• Provide an effective interface between users and IT Service Desk provided services’ service providers.
• Act as the Primary point of contact for all users and stakeholders for all Incidents, Service Requests and Requests-For-Information relating to IT Services, Support Services and ATM and EFT/POS Services. This includes the documentation of incidents, progress checking and ensuring all diagnostic information is provided for by error resolution and incident analysis.
• Provide first level support for BSP IT Service Desk managed services. This includes awareness, education and assistance regarding software, hardware, communication and access issues.
• Ensure all required external vendor Service Calls are logged with the respective vendors taking ownership and following through to resolution.
• Log, Track and Monitor Incidents, Service requests and Requests-For-Information records in the IT Service Desk tool for all BSP users and assign to respective Service Support Teams to attend to.
• Ensure the following service delivery channels and / or services such as; ATMs, SMS Banking, Postilion card based services, ANZ/BSP and Westpac/BSP are closely monitored and issues escalated promptly to ensure online at all times to meet customers’ needs and bank’s business goals.
• Produce and publish daily ATM Status Reports for assigned regions to ensure appropriate service actions are taken for ATMs to be fully functional to meet customers’ needs and the bank's business goals. Reports to be sent within approved turn-around times.

Essential Qualifications, Professional/Skills and Experience:

• Bachelor Degree in IT.
• The CompTIA A+ certification.
• IT Service Desk Systems knowledge.
• Microsoft Application knowledge.
• Troubleshooting.
• IT application knowledge in the Banking industry.
• Knowledge in the Incident and Request Fulfilment processes or similar.
• Hands-on knowledge in an IT Technical Stream, Microsoft, CISCO, Servers, Desktops, Databases, Applications Support, etc.
• 1-2 years of practice experience on a similar role.
• Experience working in a 24x7 shift environment.
• Experience dealing with different level of customers.