Associate, Specialist, Service Delivery Engineer, Technology & Operations

Business Function

Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Objective The IT Support Specialist provides essential first and second-line technical support to employees, ensuring smooth operation of hardware, software, and connectivity. This role is crucial in troubleshooting issues, managing devices, and supporting critical business applications to maintain optimal productivity across the organization.

Job Responsibilities

• End User Support
  • Provide first-line and second-line technical support to employees.
  • Provide 24-hour standby support to VIPs.
  • Troubleshoot and resolve hardware, software, and connectivity issues.
  • Respond to service requests and user problems through ticketing systems.
  • Escalate complex issues to appropriate support teams when required.
• Device Management
  • Install, configure, and maintain desktops, laptops, mobile devices, and peripherals.
  • Perform equipment setup for new hires and office relocations.
  • Manage device inventory and asset tracking.
• Software Support
  • Install, upgrade, and support business applications.
  • Assist users with Microsoft 365 applications, collaboration tools, mobile suite, and enterprise software.
  • Ensure software licensing compliance.
• Incident and Problem Management
  • Log, track, and resolve tickets within agreed service levels (SLAs).
  • Identify recurring issues and recommend permanent solutions.
  • Document troubleshooting procedures and knowledge articles.
  • Provide regular summary reports to management.
• Customer Service
  • Provide professional and timely communication with end users.
  • Educate users on technology best practices.
  • Gather user feedback to improve IT support services.

Job Requirements

• Relevant diploma or degree in Information Technology or a related field.
• Minimum 5 year of experience in a helpdesk or deskside technical support role.
• Strong problem-solving and analytical skills, with the ability to think critically and provide effective solutions.
• Excellent communication and interpersonal skills, with the ability to interact with users at all levels.
• Proficient in using various software applications and troubleshooting tools.
• Ability to work in a team and adapt to a fast-paced, dynamic environment.

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

We regret only shortlisted candidates will be notified.

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