Job Description
are committed to attracting and retaining top talent across the globe to ensure our continued success. Along with taking care of our customers, we want to be the best place for people to work and aim at creating a work environment where all employees have the opportunity to achieve their goals.We are a part of the Global Business Services which delivers technology and operations capabilities to all Bank of America lines of business (LOB) and enterprise functions.Our employees help our customers and clients at every stage of their financial lives, helping them connect to what matters most. This purpose defines and unites us. Every day, we are focused on delivering value, convenience, expertise and innovation for individuals, businesses and institutional investors we serve worldwide.BA Continuum is a nonbank subsidiary of Bank of America, part of Global Business Services in the bank.Process OverviewEmployee Technology Support (ETS) is an enterprise wide organization that is responsible for providing an exceptional technology experience to 200,000 Bank of America employees across 35 countries, through the technology Help Desk, Executive Support, Site Support and Remote Desktop channels worldwide.Global Service Desk is responsible for providing front-line IT support via chat, web and voice calls to handle incidents with technical knowledge and ability to remotely connect into a users machine.Job DescriptionService Desk trainer role is required to provide training and Knowledge Transfer sessions for new agents getting on-boarded and conducting periodic refresher sessions. They also would act as an in-house expert to provide coaching, refresher and feedback.ResponsibilitiesCoordinate and perform team wide training courses and skill set assessmentsCoordinate and perform training of new employeesDesign and develop written, online, training manuals and materials for new and existing employeesIdentify group and individual training needs & Provide ongoing, relevant technology tips to employeesAnalyze and evaluate new tools & L1 Service Desk toolsBecome familiar with Help Desk policies and servicesExperienced in providing in-person and virtual trainings to new hireAdminister trainings and Process Knowledge Tests, Assess and evaluate agents based on their knowledgeKnowledge of Service Desk environment, ITIL knowledge & experience working in SD environmentHigh level of technical knowledge to troubleshoot customer queriesRequirementsEducationBE/B. Tech/Diploma in Electronics or computer science /IT or Science graduate preferredCertificationsIf Any( ITIL)Experience Range el, PowerPoint, Outlook, Windows OSITIL knowledge is desirable
💡 Quick Summary
Seeking a career-building opportunity? The Sr System Engineer position is now open for candidates interested in the Bank Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
