Job Description:

About the Job:

The Regional Technical Associates Analyst is responsible for creating awareness of IT offerings, managing service surveys, providing on-the-ground technical assistance at branches, conducting basic technology trainings, managing visit plans, sharing IT developments, escalating issues, providing feedback for improvements, evaluating branch technology tools, managing SmartFix escalations, and offering 1st line technology support within assigned regions.

Responsibilities:

• Create Awareness of IT offerings / policies / processes / procedures to business divisions.
• Manage IT service surveys and action points from Adopt a Branch Visits.
• Visit Regional Branches physically and assist resolve Technology Related Issues.
• Carry out basic trainings on the use of Technology Tools (SmartFix, emails, Intranet/Share point/website).
• Managing and preparing plans on visits to various branches within assigned regions.
• Share developments, key Initiatives, and Innovations from Technology.
• Management of Escalations any Technology Issues to the Technology Business Partner.
• Share Feedback on areas of improvement and enhancement areas for Regional Branches.
• Evaluate branch technology tools (PCs, Server, Printers, Counter notes, Network equipment, server rooms).
• Managing escalations pending from SmartFix calls out of SLA from assigned region.
• Offering 1st Line Technology Support.

Requirements:

• Bachelor’s Degree in Computer Science, Business Technology or Similar Field of Study (Required).
• ITIL Foundation V4 (Required).
• Office 365 (Added Advantage).
• 3+ years progressive experience in Information Technology (Essential).
• Experience in at least two IT disciplines such as End User Support, Service Management, IT Governance, and IT Support in a multitier environment (Essential).
• Prior working experience in a Support Environment (Essential).
• Exposure to multiple, diverse technologies and processing environments (Desirable).
• Data analysis & Management Reporting (Essential).