Officer, Branch Support - Enugu at Stanbic IBTC

To provide an operational User, Branch Support & Rollout (UBSR) structure to ensure that general IT problem in the branches and regions are resolved promptly and efficiently. The operational support includes first & second level support on user’s workstations, file/print servers, IT peripherals, SCCM servers, LANs, ATMs, Cheque Truncation system (CTS) scanners, POS terminals and communication equipment.
Ensuring that all incidents are responded to, actioned and resolved within the required MTTR in the SLAs. Also ensure that calls and problems are escalated and communicated to the required support area and user for prompt attention.

• Improve customer experience.
• Develop a cost containment culture.
• Establish a control framework that guarantees visibility and reliability of our franchise.
• Implement efficient and timely projects and changes to support key business objectives.

Qualification: 

• BSc Computer Science or related field.
• IT professional certification can be an added advantage.

Experience 

• Minimum of 2-3 years post qualification experience in a similar or related position.
• 2-3 years experience in IT technical support in an infrastructure environment in providing support for technical problems experienced by users or systems including maintenance and upgrades, incident resolution.

Additional Information

Behavioural Competencies:

Adopting Practical Approaches

• Challenging Ideas
• Developing Expertise
• Embracing Change
• Empowering Individuals
• Examining Information
• Exploring Possibilities
• Following Procedures
• Meeting Timescales
• Providing Insights
• Taking Action
• Team Working

Technical Competencies:

• Application Knowledge for Support
• Incident and Problem Management
• Infrastructure and Platforms Support
• IT Applications
• IT Programme Management
• Root Cause Analysis
• Service Management Processes