POSITION DESCRIPTION
As part of the Information Technology (IT) Operation and Infrastructure Department, the Service Desk is in charge of providing first-level support for all technical issues to end users. Analyze all inquiries by identifying and validating the root cause, escalate all unresolved queries to the correct next-level support, and give a courteous, timely, and effective resolution to users.
Reporting to the senior manager, the person in this role has to provide a regular updated report regarding all IT issues requesting or submitting to the IT Services Division.
DUTY & RESPONSIBILITY
- Provide first-level support for users seeking technical assistance over the phone or email.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by users.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in the system.
- Follow-up and update user status; report incidents to the team lead and/or line manager.
- Working closely with internal IT teams to ensure all escalated issues are done on time for users.
- Pass on any feedback or suggestions from users to the appropriate internal team.
- Providing support for any project reporting to management. Supporting and providing the required information for any audit activities.
- Comply with all applicable regulations, rules, codes, guidelines, and standards set by regulators and the bank, and carry out duties with high integrity.
- Adhere to all established risk control guidelines, procedures, and measures to identify, assess, report, mitigate, and monitor the risks involved in the day-to-day work.
QUALIFICATION
- University graduate, preferably majoring in computer science-related subjects or equivalent; OR preferred, minimum 2 years' experience in IT in the sector.
- 1+ years of experience in IT work and helpdesk support or other customer support.
- Good understanding of computer systems, Manage Engine Service Desk Plus, and other tech products.
- Good problem-solving skills to devise technical and original solutions to user problems.
- Good organizational and time management skills.
- Good communication skills.
- User-oriented and cool-tempered.
- Outstanding verbal and written communication skills (in English and Khmer).
- Strong people skills.
- Self-motivated and have good problem-solving skills.
How to apply
Interested and qualified applicants should submit your updated Cover Letter and CV stating the position applied for with your current photo (4x6) through hr@canadiabank.com.kh
