About the Role:
Helpdesk Officer is responsible for providing first-level IT support to internal users by managing IT service tickets, user accounts, and access requests. This role serves as the primary contact point for IT service requests and ensures issues are logged, tracked, resolved, or escalated efficiently in accordance with ITSM processes and regulatory requirements in a Virtual Bank environment.
Roles & Responsibilities:
- Act as the first point of contact for IT service requests and incidents via ITSM tools.
- Log, categorize, prioritize, and manage tickets according to defined SLAs.
- Provide L1 support for common IT issues (e.g. user access, email, endpoint, basic application issues).
- Perform user account and access management activities, including:
- User onboarding and offboarding
- Account creation, modification, suspension, and deletion
- Access provisioning and de-provisioning based on approved requests
- Ensure access requests follow approval workflows and segregation-of-duties requirements.
- Reset passwords and support identity and access management (IAM) processes.
- Escalate technical issues to appropriate IT Operations teams (App Ops, Cloud Ops, Network, etc.).
- Track ticket progress and communicate status updates to users.
- Maintain accurate ticket records, resolutions, and knowledge base articles.
- Support audits, compliance checks, and regulatory reviews related to access control and ITSM.
- Ensure helpdesk operations comply with security policies and regulatory standards.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or related field preferred.
- 1-3 years of experience in IT support or helpdesk roles.
- Basic knowledge of Windows and macOS operating systems.
- Familiarity with Microsoft 365 administration and common office productivity software.
- Understanding of IT security fundamentals and endpoint protection tools.
- Experience with ticketing systems such as Jira Service Management or ServiceNow is a plus.
- Strong problem-solving, communication, and customer service skills.
- Ability to work collaboratively in a team environment.
