Officer, IT at BRAC

The IT Officer will be responsible for providing an effective, professional and customer-focused ICT support service, ensuring that all incidents, requests, and queries are captured and progressed swiftly to meet staff and customer needs as agreed in established service level expectations of the business. The IT Officer is the first point of contact for all staff at BKCL for information technology support.

Key Responsibilities:

• Provide an efficient single point of customer contact BKCL staff regarding incidents and service requests through the available communication channels (phone, email, service desk tools).
• Deliver first-line ICT support services such as password resets, user account locking/unlocking, and general inquiries.
• Work with service providers to provide support for local area networks (Wi-Fi, Internet access) and desktop computing infrastructure to users.
• Prepare and process incident and change reports, among others.
• Ensure that all reported or identified incidents and service requests are logged into the service desk tool, well categorized, prioritized, and assigned to the appropriate internal or external technical support person.
• Escalate where appropriate, to other relevant stakeholders of high impact incidents and follow through to complete the resolution of such incidents.
• Solicit feedback and issue resolution progress from technical teams and provide regular updates to users regarding incidents and service requests.
• Ensure all relevant service desk processes and procedures are up to date, identifying process improvements where possible.
• Analyze trends, investigate recurring incidents, evaluate and produce documented resolutions, in order to prevent future problems.

Safeguarding Responsibilities:

• Ensure the safety of team members from any harm, abuse, neglect, harassment and exploitation to achieve the programme’s goals on safeguarding implementation. Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.
• Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.
• Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage others to do so.

Educational & Experience Requirements:

• Bachelors’ Degree in Computer Science or IT, Computer Science related field from recognized university.
• Minimum 2 years of experience working in a customer-oriented environment particularly at the Service Desk or as an IT officer.
• General awareness of Community lending products, services and policies.
• Proven ability in effective communication and acting professionally when dealing with staff and customers.