Main duties

• Attend to calls (through remote/ on phone/ onsite) from bank users requesting for IT support.
• Ensure incidents/ requests by users are logged accurately on the bank helpdesk system.
  Track helpdesk tickets in a timely manner until closure after an acceptable solution or workaround is found.
• Provide first level and second level support for incidents logged on helpdesk.
• Escalating issues which cannot be resolved at the IT helpdesk level to the relevant system/ application administrator.
• Responsiveness on critical technical issues that impact business operation.
• Prepare workstation/ Install software used by bank users.
• Install security software (e.g., antivirus/encryption/DLP) on bank workstations/ mobile phones/ BYOD devices.
• Configure software (e.g., office automation tools, browser, messaging application, core banking application, and other banking applications) for bank users as per checklist/procedures.
• Troubleshoot user applications not working as expected.
• Troubleshoot PC/ laptop/ printer/ scanner hardware issues.
• Configure user devices such as Bank smartphone/ tablet/ laptop/ approved BYOD devices for internet/ email etc.
• Help in other tasks as may be assigned within the IT Infrastructure department.
• Achieve cost saving through effective utilization of IT systems.
• Timely delivery of task entrusted to eliminate resource wastage.
• Ensure all IT equipment has necessary security software updated as per bank policy.
• Develop and maintain accurate complete documentation on operation procedures in IT Infrastructure.
• Adherence to defined standard, method, procedures to gain productivity and process improvement.

Prerequisites

• Candidate should have a diploma or degree in Information Technology from a recognized institution.
• Candidate should have at 1 year of experience in the same field.

Skills

• Knowledge of Microsoft environment.
• Basic LAN networking.
• PC hardware, printer, scanners and IT accessories installation and troubleshooting.    
• Mobile phone configuration.
• Good verbal and written communication skills.
• Process and quality driven with high attention to detail.
• Problem solving and solution oriented.
• Highly committed to customer service.