IT Helpdesk Officer

Job Purpose:

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

Main Duties & Responsibilities:

1. Monitor bank services such as ATM, Internet Bank, and Mobile Banking.
2. Monitor bank infrastructure through the available monitoring tools (such as PRTG, SCCM, Oracle Control).
3. Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
4. Serve as the first point of contact for end users seeking technical assistance over the phone or email.
5. Perform remote troubleshooting through diagnostic techniques and pertinent question.
6. Diagnose and resolve basic technical issues.
7. Determine the best solution based on the issue and details provided by end users.
8. Walk the end user through the problem-solving process.
9. Direct unresolved issues to the next level of support personnel.
10. Provide accurate information on IT products or services.
11. Record events and problems and their resolution in logs.
12. Follow-up and update end user status and information.
13. Pass on any feedback or suggestions by end users to the appropriate internal team.
14. Identify and suggest possible improvements on procedures.
15. Escalate pending issues to the second level of support.
16. Provide services status report on a daily basis.
17. Identify, classify and record problems, known errors, resolutions and workarounds.
18. Investigate and diagnose problems and define solutions.
19. Maintain problems, known errors, solutions and workarounds database(s).
20. Manage problems proactively by analyzing incident records, and using data collected by other IT Service Management processes to identify trends or significant problems.
21. Arrange, document and follow-up on problem reviews.
22. Close all problem records.

Skills & Qualifications:

1. Bachelor’s degree in Computer Science, Computer Engineering or any IT related field.
2. 0-2 years’ experience in IT/IT Service.

Computer Science, Computer Engineering or any IT related field.