ABC Banking is recruiting an IT Help Desk Officer

The IT Helpdesk Officer is responsible for providing first‑line technical support to all bank staff, ensuring the smooth operation of IT systems and services. The role involves resolving incidents, managing service requests, and ensuring compliance with the bank’s security, regulatory, and operational standards.

The position is critical for maintaining system availability, supporting branch operations, and ensuring high‑quality customer service within the bank’s internal IT environment.

Key Responsibilities

• Provide Level 1 support for hardware, software, network, and banking applications.
• Handle incidents and service requests via phone, email, ticketing system, or in person.
• Log, classify, and prioritize incidents according to ITIL standards.
• Escalate unresolved issues to Level 2/3 support teams.
• Follow up on open tickets to ensure timely resolution.
• Maintain clear, accurate documentation in the IT service management system.
• Assist during end‑of‑day (EOD) routines.
• Enforce password policies, access control guidelines, and data protection requirements.
• Report and escalate security incidents (phishing, malware alerts, suspicious activity).
• Maintain accurate inventory of IT assets (PCs, laptops, monitors, peripherals).
• Assist with hardware deployment, replacement cycles, and equipment disposal.
• Tag and track equipment following audit guidelines.

Technical Skills

• Strong knowledge of Windows OS, MS Office 365, and endpoint tools.
• Basic understanding of networks (LAN/WAN/Wi‑Fi), printers, and VOIP.
• Familiarity with ITIL, ticketing systems.
• Understanding of Active Directory, user access management, MFA tools.
• Knowledge of banking applications is an advantage.

Soft Skills

• Excellent communication and customer service skills.
• Strong problem‑solving and analytical capabilities.
• Ability to work under pressure in a regulated financial environment.
• Team‑player with a service‑oriented mindset.
• High attention to detail and documentation quality.

Qualifications & Experience

• Diploma/Degree in IT, Computer Science, Information Systems, or equivalent.
• 1–3 years of IT support/helpdesk experience (preferably in a bank or financial institution).
• Certifications such as ITIL Foundation, CompTIA A+, Network+, or Microsoft MCP are an advantage.