“PASHA Bank” OJSC is seeking a Documentation specialist/Helpdesk coordinator for its IT Programme Management Division of IT Block division.
ABOUT BANK
PASHA Bank is one of Azerbaijan’s leading corporate banks. Established in 2007, we offer all major financial services, including investment banking, trade financing and asset management to a range of clients, from large corporates to small and medium enterprises. The Bank works particularly closely with companies operating in the non-oil sectors of the economy, including agriculture, transportation, construction and retail, which are vital for helping Azerbaijan to diversify its economy.
MAIN ROLES & RESPONSIBILITIES
• Maintain controlled documents in strict compliance with Corporate policies, regulations, and standards
• Coordinate and control document processing for change requests, deviations, and process documents
• Evaluate change requests for correct and complete information and interface with requestor to resolve open issues
• Facilitate circulation of documents for approval and manage distribution and communication of approved documents
• Recognize opportunities for documentation improvement and participate in the development and implementation of improvement solutions
• Ability to translate the docs
• To deliver a first line support service via the Service Desk and Jira, receiving incidents and service requests from originators
• Offering advice to end users and customers on all areas of IT, on how to troubleshoot and ensuring standards are met. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
• Work closely with the IT Support, IT Infrastructure, and Field Support, Reporting and Application
• Support services teams on user issues, to provide workarounds and solutions.
• To ensure effective communication within IT teams, users and third parties
• To support the development and improvement of IT Service Desk (First Line Support)
Assist users with their IT queries.
To support the development and improvement of IT Service Desk (First Line Support)
Assist users with their IT queries.
• Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests. Ensure they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner and meet SLA’s.
EXPERIENCE
• Experienced with minimum 3 years’ experience in related area;
QUALIFICATIONS
• Bachelor’s Degree (Master degree will be preferable).
• ITIL certification is plus.
SKILLS
• Troubleshoot problems and advise on the appropriate action.
• Excellent verbal and written communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Ability to work in a results-oriented environment.
• Troubleshooting Knowledge on Windows platform.
Candidates are requested to send their Application Forms/CVs to [email protected] until October 24, 2016.
Please indicate the name of the position (Documentation specialist/Helpdesk coordinator) you are applying for in the subject line of the email. Otherwise the candidacy will not be considered in the review process of the applications collected.
Please be advised that only shortlisted candidates will be invited to the further stages of the recruitment process.
