About this role
Tasks and Responsibilities: Under the supervision of your hierarchical line, you are in charge of the following functions: • Assure appropriate first-level assistance and timely support to MIBL staff for IT-related incidents, service requests and user issues; • Provide first-level troubleshooting and resolution for common hardware, software, network, access and workplace IT issues; • Assure efficient and professional follow-up on Level 1 support activities, ensuring incidents and requests are properly logged, categorized, prioritized and tracked; • Maintain accurate and up-to-date Service Desk knowledge articles, manuals, support procedures and troubleshooting documentation covering the Bank's IT environment and standard applications; • Assist in the onboarding, offboarding and modification of user accounts, access rights and IT equipment in accordance with established procedures and security requirements • Provide appropriate support for the installation, configuration and basic maintenance of standard IT software and hardware equipment within the MIBL premises; • Ensure proper communication with users regarding the status, progress and resolution of their incidents and service requests; • Provide first-level support and appropriate escalation during Public Banking Holidays; • Perform basic monitoring and operational checks of IT services and systems as defined in Level 1 procedures, and promptly escalate any anomalies to Level 2 support; • Escalate unresolved or complex incidents and service requests to Level 2 support or other appropriate IT teams, ensuring that all relevant troubleshooting information and actions already performed are properly documented; • Immediately report suspected IT security incidents, phishing attempts, malware, unauthorized access or other security concerns to the appropriate IT/Information Security contact; Your Profile: • Good knowledge of Windows, Microsoft 365 and standard end-user applications; • Good knowledge of PC hardware, peripherals and basic network troubleshooting; • Good knowledge of Active Directory and basic user/access management; • Good knowledge of ITIL / IT Service Management and ITSM ticketing tools; • Good knowledge of basic IT security principles; • Good knowledge of Banking applications and IT support procedures; Salary Range: 58k – 61k Please be aware that in accordance with the law of July 23rd, 2016 the selected candidate will be requested to provide a criminal record (section 3).