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.
