Job Title: Tech Lounge Specialist

Corporate Title: Associate/Analyst
Location: Istanbul

Overview [Business/Role Specific Description]

A Tech Lounge specialist will be taking directions from the local team leader to provide a range of services essential for the operation of a new client centric IT service model. Works with a team to provide outstanding customer service and support. A focus, energetic and enthusiastic individual, you will be tasked to quickly diagnose product issues, provide clear guidance and offer advice with patience and empathy to drive a overall better customer experience. Aim to resolve issues and get to a resolution quickly so the client can be up and running to minimize down time. Aptitude for learning and acquiring new skills with an eagerness to learn the latest technology in a fast paced environment. Possesses strong people skills and a knack for problem solving. Manages workloads and prioritize schedules. Have excellent time management skills and can make decisions quickly. Able to work confidently without supervision. Proficiency and knowledge of mobile technology, Windows based computers, hardware, and office suites applications. Maintains documentation such as guidelines, policies and processes. Ability to identify, evaluate and recommend enhancements to existing products, services, and technologies to prospective clients. Build relationship across group silo and collaborate on resolving complex IT issues.

Reporting to the Tech Lounge team leader, the Tech Lounge specialist will be working within a team structure to provide world class IT services to clients across the Bank. The Tech Lounge specialist and the Tech Lounge team will provide a full range of IT related services onsite as well as dispatch, including the support of IT hardware and software related to PCs, laptops, Thin Clients and corporate mobile devices.

Key Role Responsibilities:

• Ability to quickly diagnose all IT issues for End Users that have either booked an appointment or simply walked in.
• Provide insightful advice, guidance and even tips and tricks to end users. Explain ways to avoid the issue from happening again in future
• Listen and in take all customer queries, requirements and needs with patience and empathy
• Educate & share with customers on new technology and processes to enhance technology adaption
• Provide guidance and training to customers on current technology and IT policies
• Promote self-help through the use of Knowledge Base and technology specific portals
• Provide continuous improvement on end user services offered to customers
• Manage customer expectations accordingly to enhance Tech Lounge visit experience.
• You will diagnose IT issues on the spot and offer solutions to quickly get users up and running with minimum downtime.
• Work with Tech Lounge team to ensure scheduling and calendar is at a steady run rate
• Provide customers with training and advice on DB related technologies and updates during service visit
• Perform IMAC activities as part of the Tech Lounge service offers
• Utilize Service Now to record and track all incident related to service calls
• Work with Tech Lounge team to provide coverage for a full business day
• Provide written documentations, updates and root cause analyst on IT issues to management as needed
• Create knowledge articles for new issues discovered where there’re no existing KBs
• Provide start of day and end of day health check status to management
• Provide feedback on potential issues or concerns to mitigate risks in the future

Your Skills and Experience:

• Strong people skills and a knack for problem solving

• Ability to maintain composure and customer focus while troubleshooting and solving technical issues
• Ability to adhere to a schedule of customer appointments
• Excellent time management skills and can make decisions quickly
• Able to work independently, but at the same time support the team overall.
• Minimum 3 + years of IT experience in customer support, client services or Technical support role
• Bachelor’s degree from an accredited college or University with a concentration in IT or Computer Science related discipline.
• Familiarity in following technologies (using or supporting) is beneficial, but we will teach you what you need to know; Microsoft Windows, Microsoft Office products, Ms Teams and other video calling technology, Smartphone Technology, Desktop/Laptop/Tablet/Printer hardware, Avaya.

We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.