IT Service Desk Analyst

About the role

The IT Assistant shall be responsible for managing, maintaining, securing, and supporting all information technology operations including full responsibility during the transition from manual operations to an automated Core Banking System (CBS) environment. The role covers infrastructure, cybersecurity, system implementation, vendor coordination, data migration, user support, regulatory reporting support, and business continuity alignment in accordance with BSP regulations, including MORB, Circular 808, Circular 982, Circular 1122, and related IT risk management issuances. This is a hands-on technical role with operational accountability.

Key responsibilities

• Maintain and monitor all bank IT assets, including servers (on-premise or cloud), workstations and laptops, network devices such as routers, firewalls, and switches, internet connectivity, and CCTV and security systems if integrated with the IT network

• Ensure system uptime and reliability

• Implement user access controls and enforce password policies

• Maintain hardware inventory and asset registry

• Install, configure, and update operating systems and applications

• Ensure licensed software compliance

• Coordinate with the CBS vendor during transition from manual to automated operations

• Assist in data extraction, cleansing, validation, Chart of Accounts mapping, and General Ledger (GL) integration testing

• Support parallel-run operations by comparing manual and system-generated records

• Document data migration procedures, User Acceptance Testing (UAT) results, and system issues and resolution logs

• Implement basic cybersecurity controls, including antivirus and endpoint protection, firewall management, and email security controls

• Ensure regular data backups, including daily backup verification and offsite or cloud backup replication

• Maintain backup logs and restoration test documentation

• Monitor unauthorized access attempts

• Assist the Compliance Officer in IT Risk Assessment and RCSA

• Maintain an incident report log for system breaches or disruptions

• Assist in the preparation and maintenance of IT-related BSP compliance documentation, including IT Risk Management documentation, IT Disaster Recovery Plan (ITDRP), Business Continuity Plan (BCP) – IT section, and system change management documentation

• Support regulatory data extraction for FRP reports, CAR reports, and loan classification reports

• Ensure data integrity between the CBS and General Ledger (GL)

• Provide first-level technical support to tellers, accounting staff, and branch managers

• Train staff on CBS usage, password security, and proper data encoding practices

• Maintain a Helpdesk log documenting technical issues and resolutions

• Maintain the IT Disaster Recovery Plan and conduct periodic backup restoration tests

• Ensure an alternate internet connectivity plan is available and coordinate during emergency system recovery

About you

• Bachelor's Degree in Information Technology, Computer Science, or a related field

• At least 2–3 years of experience in network administration, system support, or banking system exposure

• Knowledge of Core Banking Systems, basic database management, cybersecurity controls, and backup and recovery systems

• Strong documentation skills

• High integrity, particularly due to access to sensitive financial data

• Strong problem-solving ability

• Ability to work independently

• Risk-awareness mindset

• Attention to detail, particularly during the migration phase