Officer, IT Service Desk at Stanbic IBTC

To deliver agreed-on levels of service to users and customers, and to manage the applications, technology, and infrastructure that support delivery of the services. The service desk is a key function of service operation as they are typically organized to provide fast, effective resolutions for the simplest requests, with higher levels of escalation when a request needs the input of someone with a higher skill set.

• Providing first-line investigation and problem diagnosis.
• Respond to tech inquiries via email, through online chats, over the phone, or in person.
• Resolving incidents or service requests when first contacted or whenever possible.
• Walk users step-by-step through the problem-solving process.
• Escalating incidents and service requests that cannot be resolved within agreed-on time limits • Closing resolved incidents, requests, and other calls.
• Performing trend analysis and detailed reporting on the service desk application and all platforms that should enhance and track requests

Qualification

• BSc Computer Science or related field.
• Microsoft Office Suites (especially Word, Excel and PowerPoint) and Report Preparation, ITIL V4 Foundation Certification

Experience

• 2 years of experience in IT support or service desk operations.
• Strong customer service orientation and ability to communicate technical concepts clearly

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