Website:
ltm.com
Job details:
Role Description
Provides Level 1 Phone support Logs all incidents and service requests in Banks ticketing system HP
Service Manager
Uses the appropriate Incident Types and Service categories for logging incidents and Service
Requests
Ensures endtoend user experience and provides a single pointofcontact for the users
Take ownership of user problems follow up the status of problems on behalf of the user and
communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service
management principles
Escalate unresolved calls to the responsible support team
Engages other Service Desk resources or appropriate support teams to resolve incidents that are
beyond the scope of their ability or responsibility
Develop knowledge of organization specific systems eg CRM and internet Banking systems and
services to increasing ability to resolve requests on first contact
Mobile phone data roaming activation
Shift work arrangement
Regulatory Responsibilities OR Risk Management
Demonstration of appropriate values and behaviours including but not limited to standards on
honesty and integrity due care and diligence fair dealing treating customers fairly management of
conflicts of interest competence and continuous development adequate risk management and
compliance with applicable laws and regulations
Skills Requirements Of The Position
Personal and Social
Meticulous and accurate in executing work assigned with a strong risk control approach
Able to multitask and work under time sensitive environment
Team player with the capability to work independently
Excellent interpersonal skills
Compose in handling calls from users
Clear and Concise in communication
Ability to work in shifts
Professional and Technical
Diploma Holder or Higher
Minimum 5 years of experience in IT Service Desk andor Call Centre
Minimum 2 years of experience of working for a financial institute
IT SERVICE DESK ANALYST 06 JUL 2026 22
Good knowledge of Ticketing system like HP Service Manager or similar tools will be an advantage
Good knowledge of MS Office software applications Macros and Visual Basic knowledge as well as an
aptitude for technology
Certification in ITIL v3 or v4 and have very good understanding of ITIL Framework and Service Desk
process
RANK APPLICABLE TO THE POSITION
Contract
REPORTING LINE
Head IT Service Support
FURTHER INFORMATION
RegionDivision COO Information Technology
Location India
Click on Apply to know more.