As a Trainee in the IT Helpdesk, you will gain hands-on experience in providing technical support and assistance to users within the organization. This entry-level position is ideal for individuals seeking to build a career in IT support and develop their technical skills in a dynamic environment.
As a Trainee in the IT Helpdesk, you will gain hands-on experience in providing technical support and assistance to users within the organization. This entry-level position is ideal for individuals seeking to build a career in IT support and develop their technical skills in a dynamic environment.
KEY RESPONSIBILITIES:
The key responsibilities are not limited to the following:
- 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.
- Provide daily/weekly/monthly report on issues handled at helpdesk to the IT Management.
- Suggest areas for improvement and new technologically enabled solutions to the IT Management.
- 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.
- Ensure the inventory for workstations park/ printers/ scanners is kept up to date.
- Candidate should have a diploma in Information Technology or HSC with IT as main subject.
PREREQUISITES:
- Diploma or Background in IT.
SKILLS & COMPETENCIES:
- Well versed with Microsoft Office specifically in Excel, Word, Outlook and PowerPoint.
- Good oral communication skills, ability to convey information effectively
- Critical thinker and problem-solving skills.
- Team player with good working attitude.