System Help Desk Unit Assistant

SATHAPANA Limited Myanmar

Microfinance Institution

Report to: System Help Desk Unit Officer

Position Summary
The System Help Desk Unit Assistant is responsible to assist IT function for monitoring, reporting,
installing, upgrading and troubleshooting the information systems of SPN, report to the IT System
Help Desk Unit Manager and support all staff who involving in system to perform their work

Duties and Responsibilities of System Help Desk Unit Assistant
▪ Technical support for company’s desktop computing environment and corporate network,
Including supported hardware, Microsoft Office/Outlook and other business applications,
and peripheral devices
▪ Performs troubleshooting as required. As such, leads problem-solving efforts often involving
outside vendors and other support users
▪ Ensure immediate and total restoration of services for all systems and services by promptly
▪ Responding to users’ requests (including remote users) when they have an IT related problem
proactively recognize the problem and implement needed solutions
▪ Provide support and maintenance for in-house computer systems, including carrying out
diagnosis, upgrade, repairs, maintenance, and installation of all equipment and hardware
devices, as well as ensuring top performance of workstation
▪ Troubleshoot remote users’ issues by applying remote monitoring and management software
▪ Provide solution to software, hardware, and system problems by researching problems and
questions, diagnosing, troubleshooting, and applying available information and resources
▪ Solve problems that do not have documentation by walking users through established
processes for solving problems over the phone, email or/and in person and utilize critical
reasoning in solving the problem
▪ Remain in touch with a user until their issues are totally resolved or/and request is completed
▪ Ensure targets are achieved in accordance with tight key performance indicators by identifying
▪ Provide reporting to Help Desk Officer and Manager on strategies and activities;
▪ Be an active learner and a good team member


➢ Bachelor’s/College Degree in Computer Science/Information Technology or equivalent
➢ Work experience in an IT environment supporting desktops, laptops, peripherals and
printers, or possession of Associate’s degree or/and continuing
➢ Work experience in a service/help desk setting
➢ Proficient applying tablet, desktop, Server Operating Systems, all Microsoft
applications, Linux technology, and network infrastructure
➢ Possession of advanced knowledge of Wireless technologies and LAN
➢ Bachelor’s/College Degree in Computer Science/Information Technology or equivalent
➢ Minimum one years working experience in related field.
➢ Good IT and organizational skills
➢ Self-starter with strong self-management skills
➢ Good in English and Myanmar Language Skills (reading, writing, understanding)

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