Officer, IT Service Desk at Stanbic IBTC Bank

Stanbic IBTC Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent.

Standard Bank is a firm believer in technical innovation, to help us guarantee exceptional client service and leading edge financial solutions. Our growing global success reflects our commitment to the latest solutions, the best people, and a uniquely flexible and vibrant working culture. To help us drive our success into the future, we are looking for resourceful individuals to join our dedicated team at our offices.

We are recruiting to fill the position below:

Job Title: Officer, IT Service Desk

Job Ref ID: 80447800A-0001
Location: Walter Carrington Crescent, Lagos
Job Type: Full-time
Business Segment: Personal & Private Banking

Job Description

• 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.

Responsibilities

• 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

Requirements
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

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online