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Job Description About The Role Provide first line and Single Point of Contact support to bank employees on a variety of issues over the phone, e-mail or on-site. Troubleshoot computer systems, hardware, peripherals, Telephony, and Network connectivity. Have knowledge of when to route incidents to Incident Management. Be able to define differences between an incident request and a change order as defined by ITIL. Accurately communicate knowledge or work arounds within department guidelines. A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Duties and Responsibilities Diagnose, determine solutions, and help callers restore system operations. Install pre-approved...