Job Description

Key Responsibilities:

Serve as the first point of contact for internal users seeking technical assistance via phone, email, or ticketing system. Diagnose and resolve technical hardware and software issues, including desktops, laptops, printers, mobile devices, and banking applications. Escalate unresolved issues to appropriate IT teams while ensuring timely follow-up and resolution. Maintain accurate records of issues and resolutions using the bank's ITSM system. Support user account management including password resets, access rights, and onboarding/offboarding procedures. Ensure compliance with IT security policies and procedures, especially in handling sensitive banking data. Assist in the setup and maintenance of workstations, conference rooms, and remote access tools. Provide support for core banking systems and applications in coordination with application support teams. Participate in IT audits and ensure documentation is up-to-date and compliant with regulatory standards. Contribute to knowledge base articles and user guides to improve self-service capabilities.

Qualifications:

Diploma or Degree in Information Technology, Computer Science, or related field. Minimum 2 years of experience in IT support, preferably in a financial or regulated industry. Strong knowledge of Windows OS, Microsoft Office Suite, Active Directory, and remote desktop tools. Familiarity with ITIL practices and service desk operations. Excellent communication and interpersonal skills. Ability to work under pressure and manage multiple priorities. * High level of integrity and discretion in handling confidential information.