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