SUMMARY:
IT Help Desk Operator - The position is an Equity role

POSITION INFO:

CORE PURPOSE OF THE JOB 

To provide efficient and effective technical support to all banking staff and customers by resolving IT-related issues, ensuring smooth operations and minimizing downtime.

MAIN FUNCTIONS OF THE JOB 

Technical Support

• Troubleshoots and resolves IT issues for staff and customers to maintain operational efficiency.
• Installs, configures, and upgrades software and hardware to ensure compatibility with existing systems.
• Maintains and updates documentation on IT processes and issues to ensure accurate records are kept.
• Monitors IT systems and networks to detect and mitigate potential issues.
• Respond promptly to user inquiries via phone, email, and helpdesk system.
• Guide users through step-by-step solutions, either in person or remotely.

 Customer Service

• Communicates with staff and customers to provide timely updates and resolutions to their IT queries.
• Educates users on best practices for IT system usage and security to prevent future issues.
• Logs and tracks all incidents and requests to ensure a comprehensive support history.
• Professional demeanor and positive attitude.

 System Maintenance

• Performs routine maintenance and updates on IT systems to ensure optimal performance.
• Collaborates with the IT team to implement system improvements and upgrades.
• Ensures compliance with IT policies and procedures to maintain data security and integrity.

 Reporting

• Generates and analyses reports on IT support activities to identify trends and areas for improvement.
• Provides feedback to the IT Helpdesk Manager on recurring issues and potential solutions.

 QUALIFICATIONS 

• Diploma or Degree in Information Technology, Computer Science, or a related field
• Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are advantageous

 PREFERRED EXPERIENCE 

• Minimum of 2-3 years in an IT support role, preferably within the banking industry
• Experience with IT service management tools and systems

 KNOWLEDGE 

• Understanding of IT support processes and best practices
• Familiarity with banking IT systems and software
• Knowledge of cybersecurity principles and data protection

A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.