Job Title: IT Service Desk Support Officer
Organisation: DFCU Bank
Duty Station: Kampala,
Uganda
Uganda
Reports to: Manager
Applications & IT Services
Applications & IT Services
About US:
DFCU bank is a fast growing commercial bank offering a variety of
innovative products and services. DFCU Limited was started by the Commonwealth
Development Corporation (CDC) of the United Kingdom and the Government of
Uganda through the Uganda Development Corporation (UDC) under the name of
Development Finance Company of Uganda Limited. Later restructuring brought in
DEG (of Germany) and International Finance Corporation (IFC) as equal partners
with CDC and UDC, each having a 25% stake in the company. Its objective was to
support long-term development projects whose financing needs and risk did not
appeal to the then existing financial commercial lending institutions.
innovative products and services. DFCU Limited was started by the Commonwealth
Development Corporation (CDC) of the United Kingdom and the Government of
Uganda through the Uganda Development Corporation (UDC) under the name of
Development Finance Company of Uganda Limited. Later restructuring brought in
DEG (of Germany) and International Finance Corporation (IFC) as equal partners
with CDC and UDC, each having a 25% stake in the company. Its objective was to
support long-term development projects whose financing needs and risk did not
appeal to the then existing financial commercial lending institutions.
Job Summary: The IT Service
Desk Support Officer will be responsible for ensuring the efficient and
effective operation of the I.T Service Desk. This will include providing first
line technical support to business users and working with Business applications
and Infrastructure officers to undertake analysis, diagnosis and resolution of
user problems ranging from straightforward to more complex technical issues.
Administrative duties within this role include coordinating the I.T team on
service delivery levels, liaison with other business units on various
communication tasks with I.T and serving as the first point of contact between
I.T and the external parties e.g. Service partners.
Desk Support Officer will be responsible for ensuring the efficient and
effective operation of the I.T Service Desk. This will include providing first
line technical support to business users and working with Business applications
and Infrastructure officers to undertake analysis, diagnosis and resolution of
user problems ranging from straightforward to more complex technical issues.
Administrative duties within this role include coordinating the I.T team on
service delivery levels, liaison with other business units on various
communication tasks with I.T and serving as the first point of contact between
I.T and the external parties e.g. Service partners.
Key Duties and
Responsibilities:
Responsibilities:
- The
jobholder will ensure that an efficient level of service support is
provided to users to ensure timely incident resolution to meet or exceed
agreed standards of quality. - Manage
the I.T service desk; provide remote 1st-line support to dfcu Bank staff
and where necessary coordinate alternative support to the business
users from the I.T Infrastructure or Business Application teams for second
Line technical support needs. - Responsible
for the effective running of the I.T service Desk along ITIL service management
best practice. - Responsible
for the day to day effective and efficient monitoring of levels of I.T
service performance using various tools and dashboards. - The role holder will work with the I.T
team and other approved consultants/service partners on new installations,
enhancements or changes to technology services while ensuring that
technology standards, policies and procedures are followed. The role will
also participate in delivery of ICT specific training to dfcu Bank staff. - The
incumbent will review, analyze, and create detailed documentation of the
banks system applications and interfaces. - Deliver
training and on-line support to end users on the usage of software
programs. - Ensure
proper End of Cycle Running for the I.T systems as per schedule. - The
jobholder will also research, resolve, and respond to questions received
via telephone, emails, or personal contact and escalate to Manager Systems
if need be. - Managing
all actions related to the prioritization and resolution of end user
help requests, including the monitoring, tracking, and coordination of
Help Desk functions. - Ensure
that all systems are secure, performing optimally and adhering to defined
IT based controls. - The
incumbent will understand the service levels agreed so that system
issues and faults are logged, managed and resolved within the prescribed
SLA times. - Oversee
and coordinate resolution of all incidents that are logged by various
methods to the I.T team within the SLA. - Monitor
to ensure that all change requests are properly logged &
tracked in the I.T service desk tools. - Keenly
monitor proper update to logged entries on closure by I.T officers. - Manage
and assure proper prioritization of all logged calls at the I.T Service
Desk - Prepare
and publish timely I.T service management reports and trend
analyses to BTMANCO and other forums as required. - Manage
the operational relationship with the Banks 3rd party Service partners - Serve
as the I.T business facing gate keeper for processes, procedures and
standards, client documentation and internal Standard Operating
Procedures. - Coordinate
technology hardware relocations, and re-configuration (e.g. PC’s and
Telephony). - Provide
support in the administration and support of Banks various technologies,
and basic user rights management including data management and
printing facilities
Qualifications, Skills and
Experience:
Experience:
- The applicant for the DFCU Bank IT Service
Desk Support Officer job opportunity must hold a degree in IT/computer science or related field. - At
least two years’ experience in resolving computer hardware and software
systems. - Knowledge
of company supported software and configuration and the core banking
system. - Ability
to troubleshoot system software and application related problems. - Ability
to communicate technical guidance and instruction to users on the
use of PC and/or mainframe applications and systems. - Good
record maintenance skills. - Ability
to learn and support new applications. Work with users requires
interpersonal skills. - Extensive
knowledge of IT Service Management best practices and Control
Techniques (e.g. ITIL – Service Management essentials). - Ability
to work under pressure - Good
team player and strong team commitment - Good
coordination & strong task management skills - Excellent
communication skills - Highly
self-driven and focused - Analytical
skills and mind set - Excellent
interpersonal skills e.g. able to work amicably with business users - Willingness
to work long and abnormal hours
How to Apply:
All candidates who so wish to join the banking sector in the
aforementioned capacity are encouraged to send their applications with detailed
CVs including present position and copies of relevant professional/academic
certificates to: [email protected]
aforementioned capacity are encouraged to send their applications with detailed
CVs including present position and copies of relevant professional/academic
certificates to: [email protected]
Deadline: 28th July 2017
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