01Overview
Job Description:
Job Title (Designation): IT Helpdesk Support Executive
Department: Information Technology
Experience: 2 / 3 Years of work experience (Banking environment preferred)
Required Qualification: Diploma in Engineering/Any Graduation Degree
Preferred Qualification: Diploma in Engineering/Any Graduation Degree
Skill, Knowledge & Trainings:
Basic troubleshooting skills in Windows server and Client operating systems.
Ability to understand precise problem definition over phone and providing requisite technical support.
Should have expertise to provide first level support for LAN & WAN networks
Should have hands on experience on IBM WebSphere MQ Series (MQ Server & Client)
Should have hands on experience on SWIFT, SFMS, NGRTGS, E-KUBER applications
Core Competencies:
Excellent communication skills
Self-motivated & Self starter
Ability to quickly adapt to new technologies
Ability to thrive on challenges/pressure
Functional Competencies:
Prompt action on reported issues
Problem Analysis skills
Effective Co-ordination with support teams/vendors
Effective planning for scheduled activities like BCP, Application Upgrade/Migration etc.
Proficiency in Email and Telephonic communication
Application Testing Skills
Job Purpose: Helpdesk Technical support for Trading & Settlement Applications and Third Party Applications viz SWIFT, SFMS, NGRTGS, E-KUBER applications etc.
Area of Operations Key Responsibility
Technical support to Member Banks over telephone/Email
Providing technical support to Members of trading and settlement applications.
The technical support on daily basis includes new application installation, application upgrade, certificate update, member end
BCP Drill, troubleshooting etc. The support to be provided through channels such as telephone, email, remote connection etc.
Providing first level of support for any Network connectivity related issues for applications.
Performing IT related testing of new Trading application releases in Test Environment before releasing it to Members
Support to members for New Application Launch /Revamp of Applications / New Releases/Upgrade Login testing
Coordination with internal teams, SPOCs, vendors etc. for problem resolution and escalation of unresolved Member Calls to higher level.
Visiting Member locations for IT health checkup\application related problems/troubleshooting on need basis.
Visiting premises of the new member applicants to ensure adequacy of IT System and prerequisites for Go-Live of the application.
Support to be provided to all members when performs its BCP Drill. Also support to be provided from alternate locations
As part of member contingency support, setting up of Application Terminals at premises incase member is coming to premises for operations due to some issue at their end.
Administration of Third Party Applications
Maintenance and Administration of Third Party Applications viz SWIFT, SFMS, NGRTGS, eKUBER etc.
The technical support includes new application installation/patch upgrade, certificate update, troubleshooting, support to internal Department users using these applications, UAT Testing etc.
Co-ordination with respective application vendors /raising support tickets for issues faced in the application .
