Help Desk Support Assistant

Key Tasks and Responsibilities

• Provide first-line technical support to end-users, ensuring timely resolution of ICT service requests and incidents.
  
• Log, track, and manage tickets through the Service Desk system in line with ITIL best practices.
  
• Troubleshoot and resolve issues related to computers, printers, peripherals, and network connectivity.
  
• Support and maintain Core Banking System operations and Microsoft Dynamics 365
  
• Business Central, escalating complex issues as required.
  
• Maintain accurate documentation of incidents, problems, and resolutions to support audit and compliance requirements.
  
• Collaborate with ICT team members to ensure smooth operations and effective knowledge sharing.
  
• Provide user training and guidance on ICT systems, applications, and security practices.
  
• Monitor ICT systems proactively to identify and resolve potential issues before they impact operations.
  

Qualifications

• Bachelor’s degree in Computer Science/Information Technology, or Diploma in ICT with at least 3 years’ relevant experience.
  
• Relevant certifications such as ITIL, CompTIA A+/N+, LPIC-1, or CCNA.
  
• Minimum 3 years’ experience in an ICT support or helpdesk role.
  
• Working knowledge of Service Desk systems (e.g., ManageEngine ServiceDesk Plus, or equivalent).
  
• Working knowledge of a Core Banking System is required.
  
• Working knowledge of Microsoft Dynamics 365 Business Central will be an added advantage.
  
• Demonstrated technical proficiency and willingness to learn new technologies.
  
• Strong communication and interpersonal skills with a focus on teamwork.
  
• Practical experience in troubleshooting computers, printers, and network operations