·         Call answering and call management skills.

·         Good communication skills.

·         Excellent Customer Service skills.

·         Problem solving and analytical skills.

·         Advanced knowledge of windows 7

·         Advanced knowledge of MS Office and Lotus Notes environment.

·         Good understanding of ITIL Practices

·         Good knowledge of support tools used by IT Service Desk (Service Now, Remedy, CA Servicedesk, Unicentre etc) and Desktop Support teams is an advantage.

·         Good knowledge of active directory infrastructure.

·         Knowledge on Citrix enviroment (Preferablly)

·         Providing a first point of contact into PruTech for all supported businesses.

·         Managing  calls within the agreed service levels.

·         Providing resolution for desktop problems, eg. printer queue resets, workstation rebuilds.

·         Providing problem diagnosis, using appropriate control tools.

·         Carrying out Lotus Notes activities, eg modifying mail groups, resetting passwords.

·         Liaise closely with other PruTech and Third Party Support groups to resolve problems

·         Documenting, logging and managing calls in the Service Management tool to high standards.

·         Proactively manage Customer expectations through either resolution of or updating on progress of their outstanding problems/orders.

·         Proactively engage in improvements iniatives through constant review of processes/procedures

·         Represent the IT Service Desk on any project activity which may impact support services

·         Send, collate and manage responses to customer satisfaction surveys.

·         Identifying and escalating problems to Incident Management and to Team Leaders, which could have high impact to   Business customers

·         Coaching less experienced members of the team.

·         Compliance – To ensure adherence to Prudential’s Code of Conduct and, where appropriate, comply with all relevant regulatory policies.  This includes completion of any mandatory training requirements.

·         Carry User Administration activities, eg: setting up new users, amending existing user’s access, datashare access and  manage ID Deletion process.

·         To demonstrate a positive risk, compliance and control culture through the identification, assessment, monitoring and management of risks and issues within the business area, alongside ensuring timely and appropriate resolution of control weaknesses, actions and failures that arise.