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  • Posted: Nov 15, 2018
    Deadline: Not specified
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    Commercial Bank of Africa Ltd (CBA) is the largest privately owned bank in East Africa and has been operating for over 50 years. CBA was founded in Tanzania and branches were set up in Kenya and Uganda shortly thereafter. CBA began as a subsidiary of Societe Financiere pour les pays D’Outre Mer (SFOM), a Swiss-based consortium bank. Other consorti...
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    Service Desk Officer

    Job Description

    DEPARTMENT: INFORMATION TECHNOLOGY

    REPORTS TO: TEAM LEADER, IT SERVICE DESK

    JOB PURPOSE STATEMENT

    The IT Service Desk officer role is responsible for the following:

    Incident Management process in line with ITIL principles by providing 1st Line Support to logged incidents and within the agreed SLA in order to meet varying needs of the business.

    Service Request Fulfilment process in line with ITIL principles by attending to service requests within the agreed SLA in order to meet varying needs of the business.

    Access Management process in line with ITIL principles by ensuring that only authorized users are assigned appropriate rights to use the available IT services.

    KEY RESPONSIBILITIES

    • Incident management in accordance with the laid down procedures and SLAs. (40%)
    • Service requests fulfillment in accordance with the laid down procedures and SLAs. (40%)
    • Access management by ensuring compliance to policies and procedures. (20%)

    COMPETENCIES

    • Excellent communication skills in order to communicate effectively with executives, senior managers, colleagues and other stakeholders.
    • Flexible approach to problem solving and ability to explain complex technical issues to non-technical staff.
    • Good Customer Care skills and diplomacy to manage the internal complaints process and customer satisfaction.
    • Ability to interact with all levels of customers and IT organization.
    • Highly analytical in problem solving with the ability to apply original and innovative thinking.
    • Good working knowledge and experience of Windows, Networking, Microsoft Office Suite, Mail systems
    • Patience, tolerance and resilience to manage under critical and demanding situations.

    QUALIFICATION AND EXPERIENCE REQUIREMENT

    • A Bachelor’s degree in Computer Science, Information Technology or related field.
    • ITIL Foundation would be an added advantage.
    • Adequate understanding of the various banking business systems and computer operations processes.
    • Demonstrable experience working in a professional IT environment.
    • Sound knowledge of Information technology and related support architectures

    Method of Application

    Interested and qualified? Go to Commercial Bank of Africa Ltd (CBA) on cbagroup.com to apply

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