To provide first line technical service Desk support within the bank’s ICT service.

Key Responsibilities
• Act as a single point of contact for staff regarding technology issues and queries and provide first and second line support
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues
• Provide quick resolution and excellent customer service
• Redirect unresolved issues to the next level of support personnel
• Provide needed information on IT products or services
• Log, maintain and take ownership of issues in the Help Desk system and provide appropriate reporting information
• Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting
• To maintain an asset (hardware & software) database and track changes
• Ensure that all necessary reports and information are prepared on time and to the highest standard of accuracy
• Carry out End of Day functions on the banking applications
• Maintain security of the bank’s IT assets and the safety, confidentially and integrity of data held within bank’s computer systems

Minimum Education Qualification:
• BSc in Computer Science/Information Technology/ Software Engineering or any other IT related course from a recognized institution
• Work Experience:
• Minimum of 1-2 years’ demonstrated in an IT related role
• Required Competencies (Knowledge, Skills & Abilities):
• Ability to troubleshoot the common network problems
• Knowledge of the different hardware and software/Applications used on the network
• Understanding of the different system configurations
• Ability to solve common computer user problems
• Knowledge of policies and procedures
• The ability to think logically and work as a team
• Strong customer care & problem solving skills
• Attention to details