Desk Head, End User Support at First Bank

Job Objective(s)

• Provide adequate first level support to users of computers, peripherals, networks and office automation systems
• Monitor performance against agreed Service Level Agreements (SLA’s)

Duties & Responsibilities

• Perform daily service desk operations such as  logging and capturing of user’s requests and providing first level incident and problem solving support
• Escalate issues for resolution at appropriate levels
• Monitor and track incidents reported to the service desk to the point of resolution
• Provide first level technical support for users across applications and systems; understand user problems / questions, identify root causes, providing solutions where appropriate, refer unresolved items to appropriate second level support team
• Assist effort to define service levels for each of the services in the IT service catalogue (SLAs, OLAs, etc.)
• Enforce IT service desk policies and procedures are enforced and adhered to
• Assist with management of the Incident / problem database
• Continuously monitor and report service levels to ensure responsiveness of IT to business

Job Requirements
Education:

• Minimum of a first degree or its equivalent in a business /IT related discipline
• Masters, MBA or a recognized professional certification will be an added advantage

Experience:

• 4+ years of experience  in an IT services/ operations function