The IT Helpdesk is a key role within the banks IT Department, supporting all UK branches and Backoffice in India. This role requires a good understanding of networking, infrastructure, cloud technologies, operating systems, security systems, and must provide end to end support for all the banks systems.
? Administration and maintenance of M365 environment and Active directory servers.
? Administration of Firewall & antivirus servers.
? Manage the relationship with technology Vendors and outsourcers (Infrastructure/Telecoms related).
? Maintain daily operations of the IT and Telecom infrastructure.
? Implementation of the Bank’s key IT security policies and procedures.
? Administer the hosted telephony solution system, unified call recording systems & CCTV systems.
? Configuration & administration of Ticketing tool portal (Manage Engine/Zira). ? Raise and follow up on issues affecting the performance of the IT infrastructure (servers, Firewall, desktops, laptops and portable devices )
? Manage the helpdesk application to meet the TAT & make sure feedback is given to the relevant parties throughout the lifecycle of an issue or request.
? Manage installation, configuration and maintenance of system hardware and software related tasks
? Manage application problems / incidents and escalate product queries and bug fixes to the vendor.
? Manage the Disaster Recovery / Business Continuity and the power down exercises of our IT infrastructure in line with the guidelines.
? Create and maintain necessary documentation.
? Ensure access privileges are relevant and up to date.
Skills & Abilities
? Excellent experience on the management of Windows environment.
? Very good understanding of network concepts including LAN, MPLS, VPNs and routing.
? Good knowledge of DHCP, DNS, Group Policies and Active Directory.
? Excellent understanding of the Microsoft Office products including Microsoft 365 and SharePoint.
? Good system configurations knowledge of core banking, treasury and allied applications.
? Working knowledge of Telephony environment.
? Willingness/ability to travel to our other offices on occasions as required.
? Working knowledge of cyber security tools and their implementation
Qualifications & Experience
? Degree in Computer Science or equivalent
? Minimum of 5 years’ hands-on work experience in an IT support environment and M365.
? Experience with full IT infrastructure migrations
? Certifications in M365 is an advantage.
? Cisco networking or equivalent certifications
Character & Personal Qualities
? Team player with good communication skills
? Detail oriented individual with good analytical skills
? Excellent organization, time management and fast paced working nature
? Able to provide creative solutions and alternative to current configurations
? Ability to work under pressure in a small team, often unsupervised.