applicants

Job Summary:

Provide Level 1 IT support to the bank's internal users, ensuring timely resolution of hardware, software, and system issues. The role requires strong customer support experience, basic network and security knowledge, and exposure to Al-driven support tools and IT automation.

Job Role:

• Provide L1 helpdesk support via ticketing systems, phone, and remote support tools.
• Troubleshoot issues related to Windows 11, Microsoft applications, and third-party software.
• Diagnose and resolve desktop/laptop hardware issues, including printers, scanners, and peripherals.
• Support Active Directory tasks including user account management, password resets, and basic GPO activities.
• Assist with DNS, DHCP, TCP/IP, endpoint security, patching, and backups.
• Provide support for Android and iOS devices used by internal staff.
• Track, resolve, and escalate incidents within defined SLAs.
• Coordinate and follow up on vendor-assigned tickets.
• Create and maintain basic knowledge base and support documentation.
• Utilize or support Al-based service desk tools, scripting, or automation to improve operational efficiency.

Job Specifications:

• Diploma / Higher Diploma in IT, Computer Science, or NVQ Level 5 or above.
• 2-4 years' experience in IT Helpdesk / L1 Technical Support (enterprise or banking environment preferred).
• Strong troubleshooting experience with Windows 11 Operating Systems and endpoint devices.
• Working knowledge of network fundamentals and endpoint security concepts.
• Exposure to automation, scripting or Al-enabled ITSM toots is an advantage.
• Good analytical, communication, and customer-support skills.
• Relevant IT certifications (Windows, Networking, IT Support, ete.) are preferred.