Information Technology Desktop Support

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 resolution on user reported incidents and user inquiry in related to deskside equipment and on top applications.
• Analyze incident trend and provide recommendation to reduce occurrence with a continuous improvement mindset.
• Maintain and update procedures and documentation related to deskside hardware and software / application installation, configuration and testing according to the company standards.
• Perform Windows user profile and MS Outlook profile configuration for PC, Laptop, and Virtual Desktop Infrastructure (VDI).
• Perform site check, deskside environment verification, and facilities setup for presentation.
• Perform deskside equipment IP assignment, printer setup, configuration, and print queue mapping.
• Maintain and control the Desk side environment as per agreed standards, policies, processes and procedures.
• Support PCs, Laptops & Virtual Desktop Patch Management.
• Provide endpoint agent support, including following up alerts generated by Endpoint Agent consoles, supporting administration of Endpoint Agent consoles including inventory update, housekeeping of agents and alerts status update, and following up of Endpoint agent alerts and isolation of workstations.
• Provide first-tier support services for network equipment at user area.
• Provide mobile device support;
• Provide video conference support;
• Provide application / software deployment support.

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.
• 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.
• Ability to efficiently manage multiple activities.
• Positive and problem-solving attitude.