Job Details

Job Description

Overview

We are recruiting!

Our client in Zambia is looking for an IT Service Desk Support Officer to join their team for a job vacancy within the banking industry.

To apply of for more information follow the link below.

Job Purpose

Ensure incidents and service requests are processed effectively, meeting customer service level agreements (SLAs).

Key Responsibilities

1. Product Configuration and Performance:
   • Define, configure, test, and monitor product specifications.
   • Ensure products behave as intended.
2. System and Project Support:
   • Provide ongoing support for systems and projects.
   • Ensure smooth operation and performance.
3. User Training:
   • Develop training materials and user guides.
   • Train users on system modules and best practices.
4. Reporting and Management Information:
   • Provide accurate and timely reporting.
   • Compile and analyze data for insights.
5. Stakeholder Relationship Management:
   • Build and maintain strong relationships with stakeholders.
   • Communicate effectively at all levels.
6. Teamwork and Self-Management:
   • Collaborate effectively with team members.
   • Manage own tasks and responsibilities.

Skills and Knowledge

• General:
  • Strong communication and relationship-building skills.
  • Good problem-solving and analytical skills.
  • Ability to handle stress and tight deadlines.
• Technical:
  • Knowledge of banking operations and IT systems.
  • Understanding of ITIL Service Management Framework.
  • Proficiency in MS Office suite and related tools.
• Organizational:
  • Familiarity with bank’s products, processes, and workflows.
  • Understanding of the bank’s brand, values, and mission.
• Compliance:
  • Follow internal standards, policies, and regulatory requirements.

Education and Qualifications

• Degree: Diploma/Degree in a technical discipline or related field.
• Experience: Knowledge of service management and core banking systems.
• Certifications: ITIL or other relevant certifications are a plus.

Key Outputs and Success Measures

1. Incident Resolution:
   • Resolve critical issues within 1-2 hours (90%).
   • Reduce open tickets monthly.
2. System Performance:
   • Monitor and ensure system performance.
   • Address and escalate issues promptly.
3. User Satisfaction:
   • Ensure timely resolution of incidents.
   • Provide regular updates during service outages.
4. Compliance:
   • Achieve maximum compliance with risk and audit issues.
   • Resolve issues within SLA timelines.
5. Operational Efficiency:
   • Administer service desk and ticket management.
   • Provide detailed reports and analysis.
6. Training and Knowledge Sharing:
   • Upskill staff through training.
   • Share knowledge and best practices.

Competency Summary

• Problem-Solving: Diagnose and resolve issues efficiently.
• Communication: Communicate clearly with technical and non-technical stakeholders.
• Teamwork: Collaborate effectively with team members.
• Technical Skills: Strong knowledge of IT systems and frameworks.
• Organizational Awareness: Understand bank processes and systems.
• Resilience: Handle stress and maintain performance under pressure.
• Drive: Take ownership of tasks and show initiative.
• Self-Management: Manage own tasks and workflow effectively.

Measurement Methods

• Measure incident resolution times, system performance, user satisfaction, compliance with standards, training effectiveness, and stakeholder feedback.

*Please note that this role requires prior work experience within the banking sector.