It Service Desk & Monitoring Specialist

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.
• Distributing the required software to work devices (laptops, desktops), including ATM machines, according to their respective needs.
• Providing work devices for staff, installing computers (desktops/laptops) used by staff/users according to established standards, including all necessary computer security software (Antivirus), and other software as per needs and established software standards.
• Monitoring all systems and networks, including ATM machines, providing alerts to relevant parties (infrastructure and application teams), conducting analysis and recommendations regarding capacity needs, and providing monitoring dashboards. Coordinating with relevant service providers/vendors in providing support and services.

What You Need to Have :

• Have experience working in a bank and understand the process of change management in a bank.
• Having knowledge of service management, incident and problem management, monitoring, system availability and utilization, capacity planning.
• Certifications or participation in training: ITIL, service management, incident management, network, system, database, SolarWinds, Dynatrace, etc.
• 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 in managing Windows Operating System (O/S), Active Directory, and endpoint security hardening for at least 5 years.
• 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.
• Bachelor's degree in Information Technology/Computer/Information Systems
• Have experience and knowledge of endpoint management software, for example ManagedEngine, Kaseya, Ivanti, or others, and Trendmicro or Symantec antivirus software.
• 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.