Job Title: IT
Service Support
Service Support
Organization: Finance
Trust Bank (FTB)
Trust Bank (FTB)
Duty Station:
Kampala, Uganda
Kampala, Uganda
Reports to: Manager
IT Service Management
IT Service Management
About US:
Finance Trust Bank
is licensed as a Tier 1 Commercial Bank after taking over the financial
services business of Uganda Finance Trust Limited (MDI). Finance Trust Bank is
a fully-fledged commercial bank serving a clientele of over 400,000 depositors
and over 23,000’ borrowers, through a network of 36 branches countrywide. The
bank offers a variety of Products and services including; Savings, Current
accounts, Loans, Money transfer services and Bills payments to its target
market which comprises of micro, small and medium entrepreneurs, salary earners
and youth.
is licensed as a Tier 1 Commercial Bank after taking over the financial
services business of Uganda Finance Trust Limited (MDI). Finance Trust Bank is
a fully-fledged commercial bank serving a clientele of over 400,000 depositors
and over 23,000’ borrowers, through a network of 36 branches countrywide. The
bank offers a variety of Products and services including; Savings, Current
accounts, Loans, Money transfer services and Bills payments to its target
market which comprises of micro, small and medium entrepreneurs, salary earners
and youth.
Job Summary: The IT Service Support will provide second
line of support for all staff and business partners at Finance Trust Bank , responsible
for assigning and resolving support requests, as well as meeting customer
satisfaction and continuous service delivery demands.
line of support for all staff and business partners at Finance Trust Bank , responsible
for assigning and resolving support requests, as well as meeting customer
satisfaction and continuous service delivery demands.
Key Duties and Responsibilities:
- Support diverse user base through effective use of the helpdesk
system, maintain work orders assigned, manage day-to-day operations of the
corporate Helpdesk system, and assign tickets as they are logged. - Triage, record status and system changes using ticketing/change
control systems in accordance with defined processes and SLA’s. - To deliver support to end users on how to use various
software/application programs efficiently and effectively in fulfilling
business objectives. - Monitor the IT Service Desk tool and process incidents and request
in line with IT procedures and processes - Exhibit excellent customer service at all times in providing
satisfactory support to the end user in professional manner. - Participate in team projects that enhance the quality or efficiency
of IT Service Desk in the bank. - Encourage, maintain and develop a professional business relationship
with customers/end users by providing a prompt and efficient service. - Managing all procedures related to the identification,
prioritization, and resolution of end user requests, including the
monitoring, tracking, and coordination of IT Service Desk functions. - Deliver information to users in the form of user training whilst
performing support tasks on the users’ desktop. - Provide support and solutions within ITIL guidelines for Incident,
Problem and Change management - Ensure all calls are monitored, processed and resolved in a timely
manner. - Communicate IT changes and outages and keep end users informed about
the process of their calls.
Qualifications, Skills and Experience:
- The applicant for the Finance Trust Bank (FTB) IT Service Support
job opportunity should hold a bachelor’s degree in Computer Science,
Information technology and Information systems. - Person with ITIL Foundation Certificate is preferable.
- Working in a Service Desk environment with experience ranging from 2
– 5 years providing 1st & 2nd level support is preferred. - Excellent telephone, written and communication skills
- Experience using Service Desk Management tools
- Proficient at multi-tasking with excellent keyboard skills
- Good knowledge of software and hardware products.
- A keen attention to details.
- Ability to work long hours with minimal supervision.
- Knowledge of banking processes especially the core-banking systems
and database management
querying skills will be added advantage. - Previous experience having supported and administered
digital-banking platforms. - A good team player with ability to share knowledge.
How to Apply:
All suitably
qualified candidates should address their applications to Head, Human
Resource, Finance Trust Bank, Plot 115 & 121, Katwe. P.O. Box 6972,
Kampala, Uganda, and email it to [email protected] as well as
photocopies of academic testimonials, a CV with at least three reference
contacts, including the most recent employer, and telephone number.
qualified candidates should address their applications to Head, Human
Resource, Finance Trust Bank, Plot 115 & 121, Katwe. P.O. Box 6972,
Kampala, Uganda, and email it to [email protected] as well as
photocopies of academic testimonials, a CV with at least three reference
contacts, including the most recent employer, and telephone number.
Deadline: 10th August 2018
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