IT & Operations Support Officer at Mkobo Microfinance Bank Limited (Mkobobank)

The Role

• As the IT & Operations Support, you are the first contact for both external and internal customers
• You are saddled with the responsibility of ensuring that our customers receive prompt and professional support experiences anytime they contact Mkobo
• This will include taking ownership of issues and liaising with other teams to troubleshoot and help resolve them
• You will also have the additional responsibility of supporting the team with their IT issues.

Responsibilities
Customer Support:

• Provide seamless customer experience to our customers
• Engage and build customer loyalty by going the extra mile to ensure our customers achieve their goals with our products.
• Respond to customers' requests via email, phone, and other digital channels
• Interface with internal stakeholders to ensure an effective resolution process for customers/stakeholders
• Maintain knowledge of all our products, services, and customer service policies
• Ensure all customer interactions are documented on the helpdesk management tool
• Explain simply and clearly in response to customer questions and ensure it understood by the Customer
• Recommend new services/solutions and/or make suggestions for improvements by identifying relevant features and benefits
• Provide support and training to new customers during the onboarding process
• Interface with other teams in order to help resolve customer issues in a timely manner
• Escalate issues that cannot be resolved on first call resolution(FCR) to the backend and follow up on a resolution.

IT Support:

• Ensure all IT assets are accounted for and in good working order at all times
• Log and monitor service requests from both internal and external Customers until resolved
• Provide IT support to internal staff to include hardware, software, and application support
• Maintain and ensure up-to-date disaster recovery plan
• Liaise with 3rd party IT vendors for the support and maintenance of systems.
• Installing and configuring computer hardware, software, systems, networks, printers, and scanners and monitoring and maintaining computer systems and networks
• Onboarding and off-boarding Employees as requested and ensuring new staff has access to the right applications for their job.

Requirements

• Interested candidates should possess a Bachelor's Degree in relevant fields with 3 - 5 years work experience.

Skills: 

• Communication
• Critical thinking 
• Problem-solving 
• Banking operations.