What you'll do
- Serve as first point of contact for IT support requests involving banking applications and services
- Receive, log, categorize, prioritize, and manage incidents and service requests through IT ticketing system and telephone
- Provide first-level troubleshooting and user guidance for banking applications and IT services
- Escalate incidents to L2/L3 support teams while maintaining ownership until resolution
- Monitor and follow up on open tickets to ensure timely resolution and SLA compliance
- Maintain accurate documentation of incidents, requests, and resolutions within ITSM platform
- Contribute to continuous improvement of Knowledge Base by documenting known issues and solutions
- Collaborate with internal IT teams and business stakeholders to ensure efficient service delivery
- Follow IT Governance, Information Security, and banking regulatory requirements
- Support continuous improvement initiatives focused on quality and customer satisfaction
Key requirements
- Experience in banking applications support and banking regulatory compliance
- Familiarity with IT Service Management (ITSM) processes and ticketing system usage
- Strong troubleshooting, analytical, and prioritization skills
- Customer service orientation and communication skills
- Collaboration with IT teams
- Commitment to information security
Benefits
- Monthly allowance for meals, private health and life insurance, access to learning platform Udemy, coaching and mentorship programs, collaboration with industry-leading clients, annual discretionary bonus, and social responsibility initiatives.
About the job
We are looking for an L1 Banking Support Agent to join our team and support one of the largest banking organizations. In this role, you will provide first-level support for banking applications and IT services, ensuring incidents and service requests are managed efficiently in line with IT Service…
About the company
Where Talent Meets Opportunity.
At SILVARE, our mission is clear: To empower our clients to thrive in the digital age. Leveraging our extensive experience in leading transformational change and managing day-to-day operations, we’re dedicated to helping organizations create lasting value and elevate their performance across the enterprise.
Your Success, Our Priority. Tailored Talent Solutions.
What we do:
1. Customized Recruitment Solutions
2. Outsourcing Solutions
3. Talent Acquisition Services
4. Recruitment Process Outsourcing
About the company
Where Talent Meets Opportunity.
At SILVARE, our mission is clear: To empower our clients to thrive in the digital age. Leveraging our extensive experience in leading transformational change and managing day-to-day operations, we’re dedicated to helping organizations create lasting value and elevate their performance across the enterprise.
Your Success, Our Priority. Tailored Talent Solutions.
What we do:
1. Customized Recruitment Solutions
2. Outsourcing Solutions
3. Talent Acquisition Services
4. Recruitment Process Outsourcing