ATM Helpdesk Officer

The Incident Management Officer is responsible for the initial monitoring, escalation, and coordination of incidents affecting business operations, ATM services, systems, and related applications. The role serves as the first point of contact for incident management activities, ensuring timely incident handling, accurate documentation, and effective communication with stakeholders to minimize service disruptions and support service level commitments.

Responsibilities:

• Monitor incident alerts, service tickets, and operational dashboards to identify service disruptions and operational issues.
• Log, categorize, prioritize, and assign incidents in accordance with established incident management procedures.
• Perform initial investigation and troubleshooting of incidents before escalating to appropriate support groups.
• Ensure incidents are properly documented and updated throughout the incident lifecycle.
• Monitor incident progress and follow up with support teams to ensure timely resolution.
• Coordinate with internal support teams, vendors, service providers, and stakeholders during incident resolution.
• Facilitate timely communication of incident status and resolution updates to concerned parties.
• Raise immediate alerts for critical incidents that may impact business operations or service availability.
• Receive and respond to incident reports from clients, users, vendors, and internal departments.
• Ensure customer inquiries and incident-related requests are addressed professionally and within service level targets.
• Maintain accurate and complete incident records, including actions taken, resolutions, and escalation history.
• Ensure incident tickets are properly updated and closed upon resolution.
• Support the collection and consolidation of incident-related data for reporting purposes.

Requirements:

• Bachelor’s Degree in Information Technology, Engineering, Business Administration, or any related field.
• At least 1-2 years of experience in Technical Support, Helpdesk, Service Desk, Customer Support, Operations Support, Incident Management, or related functions.
• Fresh graduates with relevant internships or technical support experience may be considered.
• Experience in ATM operations, banking, payment services, fintech, or technology support environments is an advantage.
• Familiarity with ticketing systems, monitoring tools, and incident tracking platforms is preferred.
• Willing to work on a shifting schedule, including weekends and holidays, as operationally required.