Housing Finance Bank, is a Commercial Bank and the leading provider of housing finance solutions with a vision to be the preferred consumer and business bank with a focus on housing finance. To efficiently and effectively attain its strategic objectives, Housing Finance Bank is seeking to hire a qualified, versatile and self-driven individual to fill a vacant position in its establishment as follows;

Job Title: IT Service Support Officer (1)
Department: Information Technology
Reports To: Manager IT Services
Grade: HFB 4D
Direct Reports: None
Indirect Reports: None

Job Purpose:
To Provide 1st line technical support in a re-active and pro-active manner for incidents logged with IT department. This role is responsible for recording, tracking, prioritizing, escalating and resolving end user incidents/problems, in a timely manner. The role ensures efficient customer service and positive image of the IT department and the Bank at large.

Key Result Areas
• Provides 1st line support for all IT services, troubleshoot and solve technical problems on computer hardware, software and network connectivity.
• Act as a single point of contact for phone calls, emails, manage calls that are logged through the IT Service Management (ITSM), Manage Engine ticketing system, prioritize, escalate and resolve calls within SLA target.
• Provide statistics for periodic Service Desk reports on call trends, on a weekly basis.
• Create and maintain user accounts using Active Directory and other application within the bank, and perform quarterly user access reviews to ensure an update users exist in all Bank systems (review leavers/joiners/movers status).
• Follow up with IT support staff and external service providers (service resources) to ensure incidences are resolved in a timely manner and the customer communication is complete.
• Document resolutions process and continuously update the ITSM solution self-help knowledge base (KEDB)
• Provide staff 1st line user support

Financial Responsibility: None
Person Specifications
Education & Training
• Bachelor of Computer Science / Information Technology / Computer Engineering / Electrical and Electronic Engineering or its equivalent
• ITIL certification qualification is preferable but not essential

Skills & Experience
• IT service delivery experience and knowledge of ITIL V3 Foundation processes within Information Technology function
• Customer service or call center experience in a reputable organization
• Good knowledge of PC and server operating systems, corporate protection systems,
• Experience in PC/LAN network administration or systems administration in a relevant computing environment (e.g. Windows 8 and 10) is highly desirable
• Ability to provide IT support including IT hardware and software (application) support, web design and maintenance.
• Report writing skills, data manipulation skills in Excel is desirable
• Microsoft Active Directory experience is a must

Business Behaviours
• Excellent customer service and interpersonal skills
• Consistently approaches work with energy and positive, constructive attitude
• Superior organization and communication skills, both verbal and written
• Strong attention to detail and skills in monitoring
• Positive and constructive attitude towards work
• Proven initiative, good judgement and confidence
• Ability to meet deadlines without close supervision
• Total commitment to quality and attention to detail
• Impeccable integrity