Commercial Bank of Africa – Service Desk Officer

To coordinate the activities of the service desk and execute administrative duties within the IT department. The Service Desk Officer will ensure that:
 All incidents are logged in the incident management system, are escalated appropriately and feedback is provided to users continuously from analysis to when the issue is eventually resolved.
 All changes are logged in the change management system and tracked efficiently until they are implemented in production.
 All administration tasks including but not limited to systems monitoring, housekeeping activities, maintenance of the fixed assets register, software licenses, version control and libraries maintained are carried out effectively.
 Provide appropriate input for daily production meeting to ensure that all incidents, problems and changes are correctly assigned

 Systems monitoring to ensure that we have minimal service disruptions and ultimately meet the required uptime. (40%)
 General IT support activities on non-core applications software and hardware. (20%)
 Incident management in accordance to the laid down procedures and SLAs. (20%)
 Problem and Change management in accordance to the laid down procedures and SLAs. (10%)
 Compliance with policies and procedures attaining satisfactory audit ratings. (10%)

 Able to communicate effectively; both verbally and in writing
 Capable of working independently and is a good team member
 Proactive and a self-starter who requires minimal supervision
 Strong analytical skills coupled with the ability to think logically
 Effective organizer and ability to execute complex simultaneous tasks
 High propensity for executing change
 Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance
 Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks
 Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture
 Self-motivated, assertive and proactive

 Degree in Computer Science or Information Technology or any other technology related field – Upper second or equivalent
 Proficiency in office automation and banking technologies.
 2 years’ work experience in general IT systems support and administration.
 Good understanding of the principles and techniques of IT service managements as outlined in ITIL
 Strong troubleshooting/problem assessment skills
 Excellent communication skills; both written and verbal
Closing Date: 08 Apr, 2017

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