IT Helpdesk & Support Officer

The IT Helpdesk & Support Officer is responsible to provide technical support to the internal users of the Banks systems and applications.

The IT Helpdesk & Support Officer is responsible to provide technical support to the internal users of the Banks systems and applications. It involves first and second line of support and escalation of the issues if required to Bank system administrators/ external suppliers. Thereafter to follow up on the issues until closure.

KEY RESPONSIBILITIES:

• 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
• Provide assistance in understanding user expectation
• 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 with value of cost saving per IT system
• Timely delivery of task entrusted to eliminate resource wastage
• Apply multiple methods using IT system tools to eliminate wastage, maintain funds and re-invest in green technology
• 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. The documentation should be reviewed on a yearly basis
• 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.