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IT Help Desk Operator

3 months ago

Durban, South Africa Adzuna ZA B C2 Full time
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.