Desk Head, End User Support at First Bank of Nigeria Limited

First Bank of Nigeria Limited (FirstBank) is Nigeria's largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi.

We are recruiting to fill the position below:

Job Title: Desk Head, End User Support

Ref No: 2000001H
Location: Lagos
Job: FBN Gen. Job Family
Organization: Technology And Services
Schedule: Regular
Shift: Standard
Job Type: Full-time
Grade Range - From : Assistant Manager  Grade Range - To : Manager

Job Objective(s)

• Provide adequate first level support to users of computers, peripherals, networks and office automation systems
• Monitor performance against agreed Service Level Agreements (SLA’s)

Duties & Responsibilities

• Perform daily service desk operations such as  logging and capturing of user’s requests and providing first level incident and problem solving support
• Escalate issues for resolution at appropriate levels
• Monitor and track incidents reported to the service desk to the point of resolution
• Provide first level technical support for users across applications and systems; understand user problems / questions, identify root causes, providing solutions where appropriate, refer unresolved items to appropriate second level support team
• Assist effort to define service levels for each of the services in the IT service catalogue (SLAs, OLAs, etc.)
• Enforce IT service desk policies and procedures are enforced and adhered to
• Assist with management of the Incident / problem database
• Continuously monitor and report service levels to ensure responsiveness of IT to business

Job Requirements
Education:

• Minimum of a first degree or its equivalent in a business /IT related discipline
• Masters, MBA or a recognized professional certification will be an added advantage

Experience:

• 4+ years of experience  in an IT services/ operations function

Application Closing Date
Not Specified.

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