IT Helpdesk & Support Associate

We are looking for a proactive and customer-focused IT Helpdesk & Support Associate to join our team.

We are looking for a proactive and customer-focused IT Helpdesk & Support Associate to join our team. The role is critical to ensuring the smooth operation of IT systems and applications by providing technical support to our internal users. The ideal candidate will have a strong understanding of IT troubleshooting and be committed to providing excellent service to staff at all levels.

 Key Responsibilities:

• Technical Support: Provide first and second-line support for IT issues logged by bank users via remote, phone, or onsite assistance.
• Incident Management: Log and track incidents in the helpdesk system, ensuring timely resolution and follow-up until closure.
• Software and Hardware Support: Install and configure software, antivirus, and security solutions; troubleshoot hardware issues including PCs, laptops, printers, and scanners.
• User Configuration: Configure devices (smartphones, tablets, laptops) for internet and email access.
• Reporting: Prepare daily/weekly/monthly reports on helpdesk activity and suggest improvements.
• IT Resource Management: Promote efficient use of IT resources, implement power-saving configurations, and maintain up-to-date inventory for IT equipment.
• Adherence to Policies: Ensure compliance with bank’s IT policies, security standards, and documentation procedures.

 Prerequisites:

• Education: Minimum HSC with a certificate/diploma or degree in Information Technology from a recognized institution.
• Experience: At least 1 year of experience in an IT support role or a similar technical capacity.

 Skills:

• Technical Expertise: Knowledge of Microsoft environments, basic LAN networking, and troubleshooting of PCs, printers, scanners, and IT accessories.
• Software Proficiency: Experience with office automation tools and IT support software.
• Mobile Configuration: Ability to configure mobile devices and manage security software.
• Communication Skills: Strong verbal and written communication abilities.
• Problem-Solving: A solution-oriented approach to resolving IT issues efficiently and effectively.