Working with MCB Bank Ltd.

1. JOB PURPOSE

• This role is accountable to provide a comprehensive support related to IT Issues & Requests. Also, responsible for timely responding to all user contact with the Service Desk, maintain proper record and track tickets with internal support teams for the resolution of user’s complaints.

2. PRINCIPAL ACCOUNTABILITIES

• To provide first level support via phone/email with adequate information and aim to calls closed by the service desk within the TAT.

• To ensure calls logged to the service desk are responded promptly and logged tickets accordingly. Also to ensure e-mail requests to the service desk are logged on the service desk system and escalated properly.

• To ensure adherence with service desk processes, procedures and policies to achieve set performance targets as per defined standards.

• To coordinate with back end support functions and departments for follow-ups and resolution of complains.

Update daily complain record of Pan Pakistan in Complain Management System and report to Manager.

Coordinate with vendor (Asia Traders) for resolving printing complain of Pan Pakistan.

Coordinate with vendor (BCI) for resolving Laptop, PC, LED, Server complain of Pan Pakistan.

Send faulty equipment to Vendor for repairing and keep follow-up them till the same equipment not return back.

Receive user’s request, give tracking no on it, forward same to Vendor Management Department for procurement equipment.

Update asset movement record in system daily basis and report to Manager.

Dispatch EDP equipment to other branches on instruction of Manager and after confirmation from branches update record with acknowledgement.

Maintain in/out register of store and update in system as well on daily basis.

Forward monthly asset movement report to Finance to update record in FAR.

Fixing bar code on new equipment and record in system with DC & Invoice.

Take backup of Inventory Control Management System on daily basis.

Data Entry Operator/Store Keeper/Inventory Controller.
• Data entry in Inventory Control Management System of daily Asset Movement of EDP equipment and new purchasing.

• Dispatch EDP equipment to other branches on instruction of Manager and after confirmation from branches update record with acknowledgement.

• Maintain in/out register of store and update in system as well.

• Forward monthly asset movement report to Finance to update record in FAR.

• Receive user’s request, give tracking no on request, forward request to Vendor Management Department for procurement and after receiving equipment deliver to user.

• Past Bar Code on new equipment.

• Take backup of Inventory Control Management System on daily basis.

Cashier / Receptionist / Telephone Operator /Adviser (Customer Relationship)

• Assist customer on phone and receptionist

• Filing payment voucher, other property related documents in customer file.

• Reconcile Bank Statement with Ledger Book on monthly basis.

• Collection customer payment and deposit in bank on daily basis.

• Liaising with customers and suppliers for scheduling receipt and dispatches of merchandize.
• Planning, coordinating and monitoring the receipt, order assembly and dispatch of goods.
• Maintain manual and computerized records and reports.
• Responding to and dealing with customer communications by email and telephone.
• Keeping stock control systems up to date and making sure inventories are accurate.
• Planning current and future capacity requirements.
• Organizing, motivating and monitoring warehouse staff for desirable performance