Several IT Service Support Jobs – Finance Trust Bank (FTB)

Job
Title:       
 IT
Service Support
Organization: Finance Trust Bank (FTB) 
Duty Station:  Kampala, Uganda
Reports to: Internal Audit Manager
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.
Job Summary:  The IT
Service Support will provide first-line of support to all staff and business
partners at the 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 in the utilization of various software systems for
efficient and effective fulfillment of business objectives.
·        
Monitor
the IT Service Desk platform to process incidents and requests in line with IT
procedures and processes.
·        
Exhibit
excellent customer service at all times by providing satisfactory support to
the end users.
·        
Participate
in team projects that enhance the quality or efficiency of ICT Services
Management in the bank.
·        
Encourage,
maintain and develop a professional business relationship with end-users by
providing timely service responses.
·        
Managing
all procedures related to the identification, prioritization, and resolution of
end user requests, including the monitoring, tracking, and coordination of ICT Services
provisioning.
·        
Promptly
and properly escalates unresolved issues, including complete problem
descriptions, documentation of all actions performed, and all other pertinent
details.
·        
Provide
support and solutions within ITIL guidelines for Incident, Problem and Change
management
·        
Communicate
IT changes, outages and keep end users informed about the processing 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.
·        
Ability
to prioritize and manage multiple tasks simultaneously with 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 jobs@financetrust.co.ug as well as
photocopies of academic testimonials, a CV with at least three reference
contacts, including the most recent employer, and telephone number.
Deadline: 15th April
2019
NB: Please note that in line with the Bank
procedures, no job offers are made online.
For more of the
latest jobs, please visit http://www.theugandanjobline.com or
find us on our facebook page https://www.facebook.com/UgandanJobline







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