Role Objectives :
Responsible as a service desk to provide services to bank staff (requests & complaints), as a central monitoring center for all services/systems used by the bank, performing service availability calculations, monitoring system utilization, and capacity planning for the system. Providing IT technical support in setting up work devices, installing and configuring endpoint computer systems (PC & laptop) according to desktop/laptop management standards and operational service delivery. Distributing software to endpoints in accordance with standard software, including antivirus management.
What You Will Do :
- Providing assistance and solutions to users/staff regarding any service requests or complaints related to the work devices/computers being used, including installed software, adhering to established standards.
- Install computers/endpoints according to set standards, ensuring the inclusion of all necessary security software (Antivirus), endpoint management software, automation & collaboration tools, and any other required software in line with set standards.
- Support the asset management team in managing IT assets, including hardware and software (licenses, domains, etc.).
- Distribute software (updates, upgrades, patches, etc.) to work devices (endpoints) and coordinate with vendors for technical support, including ATM maintenance.
What You Need to Have :
- Bachelor's degree in Information Technology/Computer/Information Systems
- Minimum 5 years of work experience in IT Infrastructure, particularly in handling IT service desk, field support, network monitoring, server/system monitoring, database management, proficiency in monitoring tools (SolarWinds, Dynatrace, etc.), possessing technical analysis skills, reporting (dashboard, graphs), service availability calculations, production support, and preference given to those who have worked in a bank.
- Certifications or participation in training: ITIL, service management, incident management, network, system, database, SolarWinds, Dynatrace, etc.
- Having knowledge of service management, incident and problem management, monitoring, system availability and utilization, capacity planning.
- People Management, leadership
- Have experience in handling endpoints (desktops, laptops, mobile devices) for at least 5 years. Understanding endpoint management based on Android and iOS could be a plus
- Have experience and knowledge in setting up/provisioning endpoint devices according to best practices and security standards, including but not limited to Anti-Virus, DLP (Data Leakage Prevention), disk encryption.
- Have experience in managing Windows Operating System (O/S), Active Directory, and endpoint security hardening for at least 5 years.
- Have experience and knowledge of endpoint management software, for example ManagedEngine, Kaseya, Ivanti, or others, and Trendmicro or Symantec antivirus software.
- Have experience working in a bank and understand the process of change management in a bank.
