Position summary:
The Deskside Support officer will be supporting the day-to-day IT operations of the bank, ensuring the availability and reliability of systems and infrastructure, providing direct support to the bank users, and implementing new technologies and processes to improve efficiency and productivity.
Key responsibilities:
- Support the daily IT operations and ensure that systems and infrastructure run smoothly.?
- Handle user requests and provide support directly via the helpdesk and knowledgebase.
- Manage requests in the ticketing system, handle progress and update tickets.
- Identify, report and fix issues.
- Support IT systems upgrades, patching and security management.
- Evaluate and implement new technologies and systems that improve IT infrastructure and support business requirements.?
- Maintain a solid understanding of the bank's business needs and work closely with other departments to ensure that IT meets them.?
- Work in compliance with the bank's IT policies and procedures, financial industry standards and regulations.
- Keep up to date with the IT industry trends and developments.
- Carry out routine IT operation tasks and building workstations.
- Produce daily reports, confirmations and statements.
- Assess systems performance and security.
Competence and skill requirements:
- An IT Deskside Support should have a degree in computer science, IT, or another relevant field.
- Proven experience as an IT support or similar position in the financial sector.
- Proficiency in supporting and troubleshooting Windows 11, M365 and IP phone systems.
- Experience administering and supporting online, mission-critical systems.
- Experience dealing with end-user requests and managing quality expectations.
- The ability to provide user training and prepare documentation and procedures.
- Experience with system installation, configuration and analysis.
- Excellent communication skills to effectively interact with other team members and business users.?
- Technical proficiency and knowledge to effectively diagnose and troubleshoot technical issues reported by users.
- Knowledge of IT solutions for helpdesk, inventory and change management
- Knowledge of IT solutions for security control, vulnerability scanning and patch management.
- Basics of Windows Server, RHEL Linux and VMware.
- Basics of networks and cloud computing.?
- Basic coding and scripting skills.
- The ability to efficiently manage multiple activities.
- Positive and problem-solving attitude.
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