Job Description
DEPARTMENT: INFORMATION TECHNOLOGY
REPORTS TO: TEAM LEADER, IT SERVICE DESK
JOB PURPOSE STATEMENT
The IT Service Desk officer role is responsible for the following:
Incident Management process in line with ITIL principles by providing 1st Line Support to logged incidents and within the agreed SLA in order to meet varying needs of the business.
Service Request Fulfilment process in line with ITIL principles by attending to service requests within the agreed SLA in order to meet varying needs of the business.
Access Management process in line with ITIL principles by ensuring that only authorized users are assigned appropriate rights to use the available IT services.
KEY RESPONSIBILITIES
Incident management in accordance with the laid down procedures and SLAs. (40%)
Service requests fulfillment in accordance with the laid down procedures and SLAs. (40%)
Access management by ensuring compliance to policies and procedures. (20%)
COMPETENCIES
Excellent communication skills in order to communicate effectively with executives, senior managers, colleagues and other stakeholders.
Flexible approach to problem solving and ability to explain complex technical issues to non-technical staff.
Good Customer Care skills and diplomacy to manage the internal complaints process and customer satisfaction.
Ability to interact with all levels of customers and IT organization.
Highly analytical in problem solving with the ability to apply original and innovative thinking.
Good working knowledge and experience of Windows, Networking, Microsoft Office Suite, Mail systems
Patience, tolerance and resilience to manage under critical and demanding situations.
QUALIFICATION AND EXPERIENCE REQUIREMENT
A Bachelor’s degree in Computer Science, Information Technology or related field.
ITIL Foundation would be an added advantage.
Adequate understanding of the various banking business systems and computer operations processes.
Demonstrable experience working in a professional IT environment.
Sound knowledge of Information technology and related support architectures
