Job Title: Officer – User Interface Support
Department: ICT Reports to: Head ICT

Job Summary:
• The Officer – User Interface Support will provide technical assistance and support to endusers regarding the bank’s user interfaces and digital platforms. This role involves troubleshooting software and hardware issues, guiding users on system functionalities, and ensuring smooth operations of user interfaces. The Officer – User Interface Support will report directly to the Head of ICT and work closely with the IT team to deliver excellent customer service to internal stakeholders.

Key Responsibilities:
1. Provide first-level technical support to end-users regarding user interfaces, applications, and digital platforms.
2. Respond to user inquiries and troubleshoot software and hardware issues in a timely and efficient manner.
3. Guide users on system functionalities, features, and best practices to ensure smooth and effective usage.
4. Assist in the installation, configuration, and maintenance of user interface applications and tools.
5. Collaborate with the IT team to identify and resolve user interface-related issues and escalate complex problems to senior ICT staff or developers, if required.
6. Create and maintain accurate documentation of user interface support processes, troubleshooting steps, and frequently asked questions.
7. Conduct user training sessions and create user guides or manuals to enhance user knowledge and adoption of digital platforms.
8. Monitor and track user interface performance and report any system malfunctions or service disruptions to the appropriate teams.
9. Stay updated with the latest trends and advancements in user interface technologies, tools, and best practices.
10. Collaborate with internal stakeholders to gather user feedback, identify areas for improvement, and propose solutions to enhance user experience.

Qualifications and Skills:
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Strong passion for technology, user interfaces, and digital platforms.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues effectively.
• Basic understanding of software and hardware troubleshooting techniques.
• Good knowledge of user interface concepts, usability principles, and best practices.
• Familiarity with common operating systems (e.g., Windows, macOS, iOS, Android) and their corresponding user interfaces.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Customer-focused mindset and a strong commitment to delivering excellent support and service.
• Ability to work independently and collaborate effectively within a team environment.
• Strong attention to detail and ability to multitask in a fast-paced environment.