System Administrator/IT Service Desk/RBWM Technology

Job description

Designation: System Administrator

Location: Pune

SCOPE OF RESPONSIBILITIES

M&S Bank UK: - The role aims to restore IT Services to their defined Service Levels as quickly as possible. It is also responsible for processing Service requests and user access administration. Also coordinating low priority Incident Resolution with Specialist Support Groups. Throughout the process, users are informed at regular intervals and updated on the status of their incident or GSR.

This role is working UK hours over a 6 day rota period.

Service Desk Function

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Telephone calls answered within SLA and first line resolution, where possible

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First line investigation and diagnosis

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Logging all incidents and requests, categorising and prioritising them in accordance with agreed business SLA's

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To undertake immediate effort in order to restore a failed IT Service as quickly as possible, where there is no adhoc solution achieved escalate, with appropriate detailed information, to Tier 2 Service Support

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Manage customers effectively by building relationships, identifying / responding appropriately to problems and outlining available options

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Keeping users informed of the status of services, incidents and requests

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Managing the lifecycle of incidents GSR requests and mailbox queries, escalating as appropriate

Access Management

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First line support for system access related issues

Request Fulfilment

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Administer and maintain procurement processes and procedures across M&S Bank, HSBC and third parties

ACCOUNTABLE FOR:

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Meeting agreed performance objectives

TECHNICAL PROFILE:

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Have an understanding of the online services provided by M& S Bank, HSBC and third parties and the infrastructure that delivers them

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Have sound experience and knowledge of working within an IT environment, preferably within a Service area

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Understanding of recognised IT tools and techniques.

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Facilitation and stakeholder management – ability to influence Support Managers and key Suppliers.

Desired profile

Qualifications :

Principle Accountabilities

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To continually consider the FSA's principle of Treating Customers Fairly

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To continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practises, management restructurings, and the impact of new technology

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In conjunction with Compliance, to implement the Group Company Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term compliance embraces all relevant financial services laws, rules and codes with which the business has to comply

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To adhere to and be able to demonstrate adherence to internal controls

PERSONAL ATTRIBUTES:

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Excellent English Dialect

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Teamwork

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Customer Focus

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Decision making

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Planning & Organising

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Self motivation