Job Purpose

To provide responsive onsite and remote technology support to employees, improve operational efficiency through reliable IT services, and help safeguard the bank’s systems and data.

Duties

• Provide onsite and remote IT support, including employee onboarding, offboarding, transfers, account administration, hardware and software deployment, and troubleshooting.
• Log, prioritise and resolve incidents, service requests, problems and changes through the ITSM platform in line with SLAs, ITIL practices and approved procedures.
• Support desktops, laptops, printers, mobile devices, telephony, network connectivity and business applications to minimise service disruption.
• Administer ITSM workflows, service catalogues, knowledge bases, operational reports and system data quality.
• Deploy standard workstation images, maintain endpoint security and ensure software and business applications remain supported and up to date.
• Maintain accurate IT asset inventory and Configuration Management Database (CMDB) records throughout the asset lifecycle.
• Support office and branch technology projects, coordinate with internal teams and vendors, analyse service trends, prepare documentation and drive continual service improvement.
• Travel to business locations and perform other related ITSM and operational duties as assigned.

Requirements

A Bachelor’s degree or equivalent in Computer Science, Information Technology or a related academic field from a recognised higher learning institution.

Work Experience

• One to two years of relevant Information Technology experience.
• Sound technical knowledge of IT systems, equipment and end-user support processes.
• Ability to deliver quality work within agreed timelines.

Personal Attributes

• Strong verbal and written communication skills.
• Ability to manage multiple tasks and assigned workloads effectively.
• Capable of working independently and collaboratively within a team.
• Adaptable, proactive and open to new ideas and responsibilities.
• Able to support users across all levels of technical proficiency.

• Provide onsite and remote IT support, including employee onboarding, offboarding, transfers, account administration, hardware and software deployment, and troubleshooting.
• Log, prioritise and resolve incidents, service requests, problems and changes through the ITSM platform in line with SLAs, ITIL practices and approved procedures.
• Support desktops, laptops, printers, mobile devices, telephony, network connectivity and business applications to minimise service disruption.
• Administer ITSM workflows, service catalogues, knowledge bases, operational reports and system data quality.
• Deploy standard workstation images, maintain endpoint security and ensure software and business applications remain supported and up to date.
• Maintain accurate IT asset inventory and Configuration Management Database (CMDB) records throughout the asset lifecycle.
• Support office and branch technology projects, coordinate with internal teams and vendors, analyse service trends, prepare documentation and drive continual service improvement.
• Travel to business locations and perform other related ITSM and operational duties as assigned.

• Strong verbal and written communication skills.
• Ability to manage multiple tasks and assigned workloads effectively.
• Capable of working independently and collaboratively within a team.
• Adaptable, proactive and open to new ideas and responsibilities.
• Able to support users across all levels of technical proficiency.

• A Bachelor’s degree or equivalent in Computer Science, Information Technology or a related academic field from a recognised higher learning institution.