Senior Service Desk Officer at AB Microfinance Bank

Ref Code: IT/SDO/SEP/2020

Main Responsibilities

• Ensure end-user satisfaction at the defined level (as initial point of contact of users)
• Ensure continuous IT service delivery to end-users as well as agreed resolution time
• Ensure compliance to layer 1 information security, policies and operating procedures
• Assist in coordinating the IT service desk activities to deliver IT services to different geographic areas
• Assist in managing schedules and workloads of team members in a proactive manner
• Deliver training when required, implement approved process improvements
• Compile reports to track adherence to established service-level targets
• Ensuring the accuracy and integrity of the equipment tracking database
• Contributing to the maintenance of the business internal knowledge base
• Creating and updating relevant documentation.
• Manage and follow-up on all IT Requests
• Escalate unresolved issues/requests to 2nd Line in a timely manner
• Document internal procedures and ensure effective monitoring
• Support the release deployment to the branches
• Utilize and maintain the IT service desk tracking software
• Ensure proper monitoring of periodical IT operations reports within the department
• Ensure and maintain internal IT Operations security as it relates to general information security policies and guidelines.

Necessary Experience, Skills and Knowledge

• Minimum BSc / HND / OND in Computer Science or any other related discipline
• At least four years of relevant experience in a similar environment
• Broad knowledge of network, infrastructure, application, database and generic IT services
• Excellent interpersonal and communication skill: Good writing, public speaking & presentation skills, critical listening and conflict management.
• Analytical and adaptability skills: demonstrates ability for sound decision making and strategic planning, problem solving, flexible to change and manage change process
• Confidentiality: demonstrates ability to be discrete, shows good work ethics and trust
• Excellent Organizational skills: Time management, data management and ability to prioritize, manage own work schedule effectively and deliver within stipulated deadlines.