Apply on Employer Site

SMBC Group · 16 hours ago

IT Help Desk & Desktop Support

New York, NY

Full-time

Hybrid

New Grad, Entry Level

$73K/yr - $98K/yr

0+ years exp

SMBC Group is a top-tier global financial group offering a diverse range of financial services. The role involves providing application and system incident resolution while ensuring minimal disruption to end users and maintaining compliance with procedures during user onboarding and offboarding.

AdviceBankingFinancial Services

H1B Sponsor Likely

Responsibilities

Provide application and system incident resolution with attention paid to minimizing disruption to the end user

Deploy application and system software updates in a timely manner, working with key users to perform user acceptance testing prior to firm-wide launch

Provide incident resolution focusing on speed to first response and resolution, with attention paid to minimizing disruption to the end user

Proactively monitor for key application and system software updates ensuring updates are ready before users begin to request

Monitor and maintain end-user hardware inventory to ensure that hardware is operating in peak condition throughout useful life

Control user access requests by getting approval from authorized parties

Maintain compliance with recommended procedures during on- and off-boarding of users

Follow-up with end users to keep them appraised of issue status or to ensure the issue has been fully resolved

Engage with end users to understand if there are any unreported issues or improvements that can be made

Maintain relationships with external vendors to act as a resource on issues related to their specific products, as well as staying informed of key new products, updates or bugs

Seek guidance from senior help desk members when facing new or challenging incidents

Update documentation changes both for internal team use as well as for public posts and announcements on common IT procedures and problem resolutions

Demonstrate understanding of device reporting tools to aid in issue triage and identification

Display familiarity with the functionality of user applications to understand where issues may occur

Possess knowledge of end-user hardware to be able to repair and replace faulty components

Show familiarity with the reporting tools and procedures for various back-end systems to aid in the creation and running of periodic reviews

Qualification

Incident resolutionUser acceptance testingEnd-user hardware knowledgeDevice reporting toolsUser applications familiarityDocumentation updatesVendor relationship managementInterpersonal communication

Required