IT Helpdesk Operator

**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.
- 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 demeanour 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