l1 banking support agent

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 Management (ITSM) processes. You will act as the first point of contact for end users, delivering high-quality support while ensuring compliance with banking regulations, security standards, and service level agreements.

What You'll Do

• Serve as the first point of contact for IT support requests related to banking applications and services.

• Receive, log, categorize, prioritize, and manage incidents and service requests through the official IT ticketing system (e.g., SMAX) and telephone support.

• Provide first-level (L1) troubleshooting and user guidance for banking applications and IT services.

• Escalate incidents to the appropriate L2/L3 support teams when necessary 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 the ITSM platform.

• Contribute to the continuous improvement of the 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 at all times.

• Support continuous improvement initiatives focused on service quality and customer satisfaction.

What You'll Bring

• Proven professional experience in a banking environment.

• Previous experience in IT Service Desk, Help Desk, Functional Support, or Customer Support roles.

• Familiarity with IT Service Management (ITSM) processes and ticketing tools (e.g., SMAX, ServiceNow, Jira Service Management, Remedy).

• Understanding of banking business processes and banking applications.

• Strong analytical and problem-solving skills.

• Excellent communication and customer service orientation.

• Ability to prioritize workload and manage multiple requests within SLA targets.

• Ability to work effectively with cross-functional IT teams.

• Commitment to quality, information security, and regulatory compliance.

Nice to Have

• ITIL Foundation certification.

• Experience supporting enterprise banking applications.

• Knowledge of Microsoft 365, Windows environment, Active Directory, and basic networking concepts.

• Experience working in highly regulated environments.

• Familiarity with Knowledge Management practices.

• Understanding of Service Desk KPIs such as First Call Resolution (FCR), Response Time, and SLA compliance.

• Previous experience supporting large enterprise or financial institutions.

How We Support Your Growth

• Lunch Is On Us: Monthly allowance for your favorite meals.

• Health First: Private health & life insurance for peace of mind.

• Set Up For Success: The right tools to stay connected and perform your best.

• Curiosity Never Retires: Access to Udemy for unlimited learning.

• Career Rocket Fuel: Coaching and mentorship programs tailored to your goals.

• Work With The Best: Collaborate with industry-leading clients.

• Celebrate Diversity: Be part of a team that values every perspective.

• Performance Pays Off: Annual discretionary bonus based on yearly contributions.

• Social Responsibility: Give back through volunteering and sustainability.