IT Services & User Support Technician (28813)

1, Job Purpose: The position is a customer-focused and proactive IT User Support Specialist to join our end-user support function. Reporting directly to the AVP, User Support Team Lead, this role is responsible for executing daily IT Service Desk Level 1 operations, supporting end-user devices, and ensuring timely and professional assistance for branch users in a controlled banking environment. The successful candidate will act as the first point of contact for IT issues, handle daily service requests, and maintain service quality and operational discipline. This role works closely with
the User Support Team Lead and collaborates with internal IT teams to deliver reliable workplace IT support.
2, Job detail.
- Act as the first point of contact for branch users, providing Level 1 IT Service Desk support.
- Receive, log, and manage daily incidents and service requests via the ticketing system.
- Ensure timely resolution of basic IT issues and properly escalate complex incidents to the Team Lead or specialized IT teams (Infrastructure, Security, etc.).
- Set up, configure, and troubleshoot PCs, laptops, printers, peripherals, mobile devices, and standard workplace applications.
- Assist with user onboarding and offboarding processes, including physical device allocation and account setup/removal coordination.
- Maintain accurate ticket records, support logs, and assist in updating operational documentation.
- Follow internal control requirements, IT policies, and compliance guidelines during daily operations.
- Contribute to continuous improvement in user support processes and overall user
satisfaction.

- University degree or above in computer sciences/information systems/security;
- English: Upper - Intermediate level.
- Having at least 2 to 3 years of experience in IT support, helpdesk, end-user support, or endpoint support.
- Hands-on knowledge of:
o Windows environment, PCs, laptops, and user devices hardware
o Endpoint support and basic troubleshooting
o Microsoft 365 / Office applications
o User account management and basic access-related support
- Familiarity with Ticketing and service management tools.
- Basic understanding of ITIL principles and incident management is a plus.
- Strong communication, customer service, and problem-solving skills with a helpful and patient attitude