IT Helpdesk Officer at Orient Bank

Reporting to: SUPERVISOR/SYSTEMS
Job Summary
To provide first line technical service Desk support within the bank’s ICT service..

Major Duties and Responsibilities
• Act as a single point of contact for staff regarding technology issues and queries and provide first and second line support.
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Provide quick resolution and excellent customer service.
• Redirect unresolved issues to the next level of support personnel.
• Provide needed information on IT products or services.
• Log, maintain and take ownership of issues in the Help Desk system and provide appropriate reporting information.
• Provide feedback on processes and make recommendations on areas to improve.
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
• Maintain an asset (hardware & software) database and track changes.
• Ensure that all necessary reports and information are prepared on time and to the highest standard of accuracy

• Carry out End of Day functions on the banking applications.
• Maintain security of the bank’s IT assets and the safety, confidentially and integrity of data held within bank’s computer systems

Minimum Education Qualification
BSc. in Computer Science / Information Technology or Degree in any field plus postgraduate qualification in IT/Computer Science

Key Required Skills
• Analytical Skills/ Problem solving
• Knowledge of the operating systems used in the bank
• Knowledge of the network design
• Knowledge of the minimum space required for the system to run
• Understanding of Back up and data recovery procedures
• Knowledge of procedure for installation and configuration of data bases
• Understanding of System development cycles
• Demonstrated good customer service orientation
• Good communication skills
• Ability to quickly troubleshoot and resolve/ escalate issues as required

Work Experience Minimum of 1 year demonstrated experience in an IT related role.

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