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Fresher Officer, IT Helpdesk Job Careers – Stanbic Bank
Job Title: Officer, IT Helpdesk
Organisation: Stanbic Bank
Duty Station: Kampala,
Uganda
Uganda
Job ID: 18598
About US:
Stanbic Bank Uganda Limited is a subsidiary of Stanbic Africa Holdings
Limited which is in turn owned by Standard Bank Group Limited (“the Group”),
Africa’s leading banking and financial services group. The Standard Bank Group
is the leading banking group focused on emerging markets. It is the largest
African banking group ranked by assets and earnings. Stanbic Bank Uganda
Limited is the largest bank in Uganda by assets and market capitalization. It
offers a full range of banking services through two business units; Personal
and Business Banking (PBB), and Corporate and Investment Banking (CIB).
Limited which is in turn owned by Standard Bank Group Limited (“the Group”),
Africa’s leading banking and financial services group. The Standard Bank Group
is the leading banking group focused on emerging markets. It is the largest
African banking group ranked by assets and earnings. Stanbic Bank Uganda
Limited is the largest bank in Uganda by assets and market capitalization. It
offers a full range of banking services through two business units; Personal
and Business Banking (PBB), and Corporate and Investment Banking (CIB).
Job Summary: The Officer, IT
Helpdesk provides the IT Service Desk support function through management and
resolution of all calls at 1st Level and escalation as per IT Service Support
Model. The incumbent provides the business with a Single point of contact for
all aspects of IT Service and support and management of issues logged with IT
Service Desk.
Helpdesk provides the IT Service Desk support function through management and
resolution of all calls at 1st Level and escalation as per IT Service Support
Model. The incumbent provides the business with a Single point of contact for
all aspects of IT Service and support and management of issues logged with IT
Service Desk.
Key Duties and Responsibilities:
Single Point of Contact (SPOC):
·
Provides the single point of entry for handling
customer requests, queries, through taking calls, responding to email and
resulting incidents logged on issues tracker
Provides the single point of entry for handling
customer requests, queries, through taking calls, responding to email and
resulting incidents logged on issues tracker
·
Correctly categorize and prioritize requests on
the issues tracker; provides first level support and feedback and re-assign to
appropriate IT Support representatives, to ensure resolution within agreed SLAs
and to the customer’s satisfaction.
Correctly categorize and prioritize requests on
the issues tracker; provides first level support and feedback and re-assign to
appropriate IT Support representatives, to ensure resolution within agreed SLAs
and to the customer’s satisfaction.
·
Provide a point of liaison with Africa Service
Desk and second level support for logging, prioritization, escalation and
resolution of incidents.
Provide a point of liaison with Africa Service
Desk and second level support for logging, prioritization, escalation and
resolution of incidents.
·
Ensure that all Users in the Network are
captured and maintained on to the system after proper authentication and
authorisation as per laid down Bank procedures.
Ensure that all Users in the Network are
captured and maintained on to the system after proper authentication and
authorisation as per laid down Bank procedures.
·
It is also to ensure smooth and effective
running of the User centralisation process, whilst ensuring that a high level
of quality service to the Branch Network and Head Office Units is delivered and
maintained.
It is also to ensure smooth and effective
running of the User centralisation process, whilst ensuring that a high level
of quality service to the Branch Network and Head Office Units is delivered and
maintained.
Incident Coordination:
·
Record incidents, check progress and ensure all
diagnostic information is provided for error resolution and incident analysis
Record incidents, check progress and ensure all
diagnostic information is provided for error resolution and incident analysis
·
Communicate to all relevant stakeholders as soon
as a severe business Disruption incident occurs and provide progress through
its lifecycle until incident is resolved and root cause is identified.
Communicate to all relevant stakeholders as soon
as a severe business Disruption incident occurs and provide progress through
its lifecycle until incident is resolved and root cause is identified.
·
Coordinate and track all activities being
handled by IT Support representatives and vendors to ensure that the customer
issues and requests are resolved within the agreed SLAs.
Coordinate and track all activities being
handled by IT Support representatives and vendors to ensure that the customer
issues and requests are resolved within the agreed SLAs.
·
Escalate through the IT escalation process when
an incident is not resolved within the agreed SLAs.
Escalate through the IT escalation process when
an incident is not resolved within the agreed SLAs.
Request fulfilment:
·
Respond to requests for assistance from users by
providing information to enable users to solve their problems.
Respond to requests for assistance from users by
providing information to enable users to solve their problems.
·
Manage the lifecycle of user profiles for
service desk and core banking applications.
Manage the lifecycle of user profiles for
service desk and core banking applications.
·
Search documentation and knowledge base for
assistance on related topics to establish possible solutions to calls
Search documentation and knowledge base for
assistance on related topics to establish possible solutions to calls
System Monitoring:
·
Monitor IT systems uptime and performance
through monitoring tools, alerts, dashboards and monitoring screens.
Monitor IT systems uptime and performance
through monitoring tools, alerts, dashboards and monitoring screens.
·
Maintain accurate log entries of requests with
fault details, contact information, resolution details, and follow up
information, and advises user of action taken
Maintain accurate log entries of requests with
fault details, contact information, resolution details, and follow up
information, and advises user of action taken
Reporting:
·
Prepare and share with all relevant
stakeholders, daily, weekly and monthly status reports of incidents and service
levels.
Prepare and share with all relevant
stakeholders, daily, weekly and monthly status reports of incidents and service
levels.
·
Provide ad-hoc incident and service level
reports on request.
Provide ad-hoc incident and service level
reports on request.
·
Prepare and submit performance reports to
management to ensure full accountability.
Prepare and submit performance reports to
management to ensure full accountability.
Service Review and Improvement:
·
Carry out customer satisfaction surveys,
analyses results and recommend service improvement initiatives and activities.
Carry out customer satisfaction surveys,
analyses results and recommend service improvement initiatives and activities.
·
Coordinate IT service campaigns.
Coordinate IT service campaigns.
·
Regularly monitor performance of service
providers to ensure continual service improvement.
Regularly monitor performance of service
providers to ensure continual service improvement.
Control:
·
Maintain a high standard of risk control through
ensuring accurate accessing of the Finacle System and adherence with the laid
down related procedures.
Maintain a high standard of risk control through
ensuring accurate accessing of the Finacle System and adherence with the laid
down related procedures.
·
Identify and report any irregularities and
possible losses to the bank in relation with the use of Bank Systems especially
Finacle
Identify and report any irregularities and
possible losses to the bank in relation with the use of Bank Systems especially
Finacle
·
Ensure due process is in place before any
changes are effected
Ensure due process is in place before any
changes are effected
·
Audit and advise risks due to staff access or
profiles as are loaded
Audit and advise risks due to staff access or
profiles as are loaded
Operational Performance:
·
Process system access requests and requirements
in a timely manner
Process system access requests and requirements
in a timely manner
·
Maintenance of the related documents safely.
Maintenance of the related documents safely.
·
Audits to ensure that user profiles are
maintained and staff do not have any more access than is agreed for the roles
Audits to ensure that user profiles are
maintained and staff do not have any more access than is agreed for the roles
·
Deletion of staff access who have left the bank
or are on suspension
Deletion of staff access who have left the bank
or are on suspension
Cost Management:
·
Ensure the prevention of non-compliance access
which would enable staff do transactions they should not
Ensure the prevention of non-compliance access
which would enable staff do transactions they should not
·
Timely changes in profile and access when all
due process is in place
Timely changes in profile and access when all
due process is in place
Self-Development:
·
Identifies appropriate formal and occupational
(informal) training needs and courses (internal/external) to develop oneself
Identifies appropriate formal and occupational
(informal) training needs and courses (internal/external) to develop oneself
·
Up-Skills oneself regarding new products and
procedures through attendance of workshops/presentations and reading of
internal and external communications.
Up-Skills oneself regarding new products and
procedures through attendance of workshops/presentations and reading of
internal and external communications.
Qualifications, Skills and
Experience:
Experience:
·
The ideal candidate for the Stanbic Bank Officer,
IT Helpdesk job placement must hold a University graduate with a degree in
Business, IT or a related subject
The ideal candidate for the Stanbic Bank Officer,
IT Helpdesk job placement must hold a University graduate with a degree in
Business, IT or a related subject
·
At least two to three years’ experience in IT
preferably in a busy helpdesk environment/ related field.
At least two to three years’ experience in IT
preferably in a busy helpdesk environment/ related field.
·
Broad knowledge in process management
Broad knowledge in process management
·
Broad working knowledge of ITIL processes
including change, incident and problem management.
Broad working knowledge of ITIL processes
including change, incident and problem management.
·
Working knowledge of standard business processes
including work prioritization, best practices.
Working knowledge of standard business processes
including work prioritization, best practices.
·
Technically competent with broad knowledge of
systems management, development and implementation methods with specialist
knowledge of Project Management.
Technically competent with broad knowledge of
systems management, development and implementation methods with specialist
knowledge of Project Management.
·
Broad knowledge and understanding of the bank’s
Core systems.
Broad knowledge and understanding of the bank’s
Core systems.
How to Apply:
All candidates who wish to join the one of Africa’s biggest Banking
Groups, Standard Bank in the aforementioned capacity are encouraged to Apply
Online by visiting Link below.
Groups, Standard Bank in the aforementioned capacity are encouraged to Apply
Online by visiting Link below.
Deadline: 31st August,
2016
2016
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