Service Desk Officer at Commercial Bank of Africa Ltd (CBA)

Responsibilities for the Service Desk Officer Job

• To coordinate the activities of the service desk and execute administrative duties within the IT department. The Service Desk Officer will ensure that:
• All incidents are logged in the incident management system, are escalated appropriately and feedback is provided to users continuously from analysis to when the issue is eventually resolved.
• All changes are logged in the change management system and tracked efficiently until they are implemented in production.
• All administration tasks including but not limited to systems monitoring, housekeeping activities, maintenance of the fixed assets register, software licenses, version control and libraries maintained are carried out effectively.
• Provide appropriate input for daily production meeting to ensure that all incidents, problems and changes are correctly assigned
• Systems monitoring to ensure that we have minimal service disruptions and ultimately meet the required uptime. (40%)
• General IT support activities on noncore applications software and hardware. (20%)
• Incident management in accordance to the laid down procedures and SLAs. (20%)
• Problem and Change management in accordance to the laid down procedures and SLAs. (10%)
• Compliance with policies and procedures attaining satisfactory audit ratings. (10%)

Qualifications for the Service Desk Officer Job

• Able to communicate effectively; both verbally and in writing
• Capable of working independently and is a good team member
• Proactive and a selfstarter who requires minimal supervision
• Strong analytical skills coupled with the ability to think logically
• Effective organizer and ability to execute complex simultaneous tasks
• High propensity for executing change
• Interpersonal skills to effectively communicate with and manage customer expectations
  (internal and external), and other stakeholders who impact performance
• Knowledge and effective application of all relevant banking policies, processes, procedures
  and guidelines to consistently achieve required compliance standards or benchmarks
• Selfempowerment to enable development of open communication, teamwork and trust that
  are needed to support true performance and customerservice oriented culture
• Selfmotivated, assertive and proactive
• Degree in Computer Science or Information Technology or any other technology related field
• Upper second or equivalent
• Proficiency in office automation and banking technologies.
• 2 years’ work experience in general IT systems support and administration.
• Good understanding of the principles and techniques of IT service managements as outlined
  in ITIL
• Strong troubleshooting/problem assessment skills
• Excellent communication skills; both written and verbal