Specialist Helpdesk

About the role

This position is for a Helpdesk Specialist at CREDINS BANK, supporting end users and banking operations from a remote setup. The role focuses on troubleshooting technical issues, managing user accounts and supporting ATM-related processes, while ensuring service requests are handled through the helpdesk platform until closure.

Key responsibilities

• Diagnose and resolve incidents related to hardware, software and computer network issues.
• Support users through the Endpoint Security Remote Assistance portal, by phone, or via Spark chat.
• Create, delete, disable and reset user passwords in Active Directory CFDOMA and email profiles, and configure peripheral devices such as PCs, printers and scanners according to the bank’s latest instructions and updates.
• Escalate matters that fall outside the sector’s scope to the relevant departments.
• Provide basic training to bank users on the use of bank applications, excluding core banking systems or applications managed by third parties.
• Run diagnostic tests when issues are reported.
• Administer AS400 users, including create, reset, enable and disable actions.
• Report to the supervisor when processes could be improved manually or through automation.
• Assist users in accessing web-based applications.
• Manage user creation, deletion and maintenance across bank systems such as email, Active Directory and CRM 360grade.
• Monitor ATM issues and report them to the support company; for recurring cases, notify the responsible infrastructure and peripheral equipment sector lead and the IT infrastructure department director.
• Update ATM logs in line with procedure.
• Maintain the technical inventory of ATMs.
• Provide support to bank staff in resolving ATM-related issues.
• Perform periodic checks and report the status of ATMs.
• Monitor issues with the bank-managed TMS and report them to the relevant sector head, the IT infrastructure department director and the Cards Department.
• Train bank staff on ATM maintenance.
• Distribute tickets to the appropriate units based on responsibility.
• Track helpdesk requests through to resolution, or escalate them to the supervisor when they are not closed within the required time based on priority or criticality.
• Automate package installations in the servicedesk system according to the relevant business units.

Requirements

• A university degree in Computer Science.
• Excellent communication and quantitative abilities.
• Strong adaptability and teamwork skills.
• Good capability to work independently and meet deadlines.
• Previous IT work experience, preferably in a bank, of more than 3 years.
• Good organizational and collaboration skills.
• Readiness to work extended hours.

What we offer

• A strong and competitive financial package, including quarterly bonuses and a 13th/14th salary.
• Career growth opportunities, along with training and professional development.
• Additional benefits such as medical check-ups, private pension fund, loyalty deposit, fee-free banking services, a dynamic environment and a growing team.
• Access to sports activities, retreats, trips and similar events.

Additional information

The role includes support across helpdesk operations, user administration, ATM monitoring, TMS follow-up, and coordination with other internal departments whenever issues require escalation. The position also involves ongoing request tracking until completion and support for operational improvements through automation or process refinement.