Information Technology Help Desk

2-3 years of Phone/Customer support experience Mandatory with excellent communication skills

2-3 years of Windows Technical Service desk experience is necessary

knowledge Windows 11 and basics of Windows Server

Basic knowledge with the following: Windows, AD, VMWare, Exchange, MECM, SCOM etc.,

ITSM ticketing tools such as Ivanti, ServiceNow etc.,

Remote desktop connectivity applications, Windows end point support

MS Office Suite and application support

Web Application, VPN knowledge

Administer and provide User account provisioning.

Support desktops, laptops, thin clients, printers, scanners, and peripherals

Install, configure, and update banking-approved software

Follow all internal controls and policies

Assist in password resets, MFA support, and identity/access management requests.

Identify and report suspicious activity or potential security threats

Maintain a strong focus on data privacy and cybersecurity best practices

Document solutions and create user guides/knowledge base articles

Responsible for installing desktop applications and software

Use the Incident Management System to document and manage problems and work requests and their respective resolutions

Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs

Route problems to internal 2nd level IT support staff.

Highly self-motivated with keen attention to detail

We also want you to have knowledge on: Ticket Management

Customer Satisfaction

First Call Resolution

Create SOP and Knowledge Base articles for top call generators.

Required Skills & Qualifications Bachelor’s/associate degree in IT, Computer Science, or related field (preferred).

2–3 years of experience in IT service desk or technical support role.

Experience supporting a bank or financial services environment (preferred).

Basic and Above Average knowledge of:

VPN & MFA

ITIL framework

Excellent communication, customer service, and problem‑solving skills.

Ability to work in a fast‑paced, highly regulated environment.

Educational requirement: Graduate and preferably BCA or any other Technical Field.

Exceptional customer service orientation

Excellent communication skills, both written and verbal

Disciplined, systematic problem‑solving skills required

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