Job Details

EMPLOYMENT OPPORTUNITY

Published On: 10 October 2024
Closing Date: 23 October 2024

The Bank of Zambia, an equal opportunity employer, invites applications from suitably qualified and experienced Zambians for the following vacant position:

CLIENT SUPPORT SPECIALIST (1 POST)
GRADE: BoZM5

Job Purpose

To provide high quality ICT end-user support and training services in order to meet client peripheral and productivity needs in the Bank.

Main Accountabilities

• Perform support functions by responding to assigned service request from the Service Desk.
• Respond to user incidents and perform root cause analysis of reported incident/problem and implement possible solutions.
• Install, modify, clean, and repair client computer hardware, desktop operating systems and productivity tools, and undertake virus/spam control activities in line with laid down procedures.
• Monitor the performance of the Bank’s computer systems and evaluate how useful software programs and productivity tools are meeting user needs.\
• Implement end-user training plans and support procedures in collaboration ICT Service Management Administrator.
• Generate training manuals in the use of new computer hardware and software and provide appropriate end-user training.
• Collect feedback for post training evaluation using a Training Evaluation Form or an automated system.
• Provide ICT Bureau services to end-users providing services such as scanning documents, handling special print requests, brochure production, to provide convenient customer service.
• Provide first-level customer support to users in critical-mission applications.
• Provide input into the preparation of various management reports for management information and decision making.
• Investigate opportunities to allocate ICT assets more efficiently.
• Audit Support: Collaborate with internal and external auditors to facilitate IT audits and ensure compliance with audit recommendations.
• Maintain detailed records of client interactions, including inquiries, comments and actions taken, to facilitate a seamless support process and provide insights for improvements.

Qualifications and Experience

• BSc /BEng in Computer Science or Computer Engineering; or equivalent.
• Grade 12 School Certificate with five (5) ‘O’ Levels (credit or better).
• 3 years relevant experience.
• Professional qualification in IT Service Management such as, ITIL, and COBIT.

Key Knowledge and Attributes

• Knowledge of ICT service management best practices
• Good working knowledge of Bank’s computer systems
• Sound working knowledge of ICT network technologies.
• Strong undertaking of productivity tools
• Strong communication, technical discussion and writing skills.
• Good customer service and interpersonal relations

CONDITIONS OF SERVICE

Bank of Zambia Conditions of Service will apply.

To Apply

Only candidates meeting the above role specifications are invited to apply online, Applicants’ detailed curriculum vitae (CV), scanned certified copies of certificates and National Registration Card MUST be attached to the online application. The closing date for applications is Wednesday, 23 October 2024. Please note that only applications submitted online shall be considered.

Female candidates are encouraged to apply. Only shortlisted candidates will be contacted