Education & Training:
1. Bachelor of Computer Science / Information Technology/ Business Computing/ Information Systems or related field havingobtained at least a first class or second-class upper degree and graduated by January 2025.
Skills & Experience:
• Graduated with a bachelor’s degree within the last one year
• Act as a single point of contact for phone calls, emails, manage calls that are logged through the Service Desk ticketing system,prioritize, escalate and resolve calls within SLA target.
• Provides 1st line support for all IT services; troubleshoot and solve technical problems on computer hardware, software andnetwork connectivity.• Provides periodic Service Desk reports on call trends.
• Ensure updated users exist in all Bank systems (review leavers/joiners/movers’ status).
• Follow up with IT support staff and external service providers (service resources) to ensure incidents are resolved in a timelymanner and the customer communication is complete.
• Document issue resolution processes and continuously update the knowledge database (KEDB)
• Support the IT Change Management process with logging, tracking and reporting.