JOB DETAILS:

 JOB PURPOSE:

To provide comprehensive first-level support for all IT applications and services across the Bank, ensuring timely and effective resolution of user issues. This role involves managing IT requests and incidents, troubleshooting hardware and software problems, and providing technical support to end-users according to ITIL best practices.

Duties and Responsibilities

• • Manage the lifecycle of IT requests and incidents in a banking environment, ensuring timely resolution and user satisfaction
  • Use service desk management tools and ticketing systems to track and resolve IT issues
  • Provide technical support for IT-related issues, including troubleshooting hardware, software, and network problems
  • Diagnosing and troubleshooting issues with banking applications and systems
  • Monitor IT services to ensure optimal performance and availability
  • Assist in provisioning and de-provisioning access to Bank applications and systems
  • Provide user training and guidance on banking applications and systems
  • Support the configuration and deployment of endpoint devices including computers, mobile devices, and peripherals
  • Ensure IT support activities comply with internal policies, regulatory requirements, and industry standards
  • Implement ITIL-based service management practices
  • Participate in the evaluation of IT-related procurements, ensuring technical requirements are met
  • Undertake additional duties assigned by the Team Leader, User Support Services, from time to time.

Expected Outputs

• Individual Balanced Scorecard
• Daily, weekly, and monthly incident and request reports
• Service level agreement (SLA) compliance reports
• Configuration and changing documentation
• Incident resolution reports
• User satisfaction reports
• User training and support documentation
• User Acceptance Tests (UAT) reports
• Knowledge base article contributions
• Vendor performance and compliance reports.

MINIMUM PERSONAL SPECIFICATIONS

Qualifications:

• A First or Upper Second-Class degree in Computer Science, Information Security, Information Systems, Information Technology, or Engineering.
• Professional certifications in IT Service Management (ITIL), CompTIA A+, or CompTIA Network+, Google IT Support Professional Certificate, CompTIA Security+, Cisco Certified Network Associate (CCNA), Microsoft 365 Certified: Endpoint Administrator Associate, or Microsoft 365 Certified: Fundamentals.

Work Experience:

• No experience required

Age:

• Not above 26.0 years of age as at close of the advert.

Competencies:

Technical Competencies

• Proficiency in IT service management and incident management
• Experience with ITIL framework and service desk operations
• Knowledge of banking applications and systems
• Experience in providing technical support and troubleshooting IT issues in a financial environment
• Knowledge of Service Desk tools, Incident Management, IT Asset and Configuration Management, Change Enablement, and Continual Improvement
• Experience with desktop operating systems (Windows, macOS) and office productivity tools
• Experience with user access provisioning and management
• Ability to manage and document IT incidents and resolutions
• Experience with Bank of Uganda systems (preferred).

Behavioral

• Strong communication and interpersonal skills
• High level of integrity and accountability
• Patience and empathy when dealing with user issues
• Ability to work effectively in a team environment
• Proactive and innovative mindset
• Attention to detail and decision-making abilities
• Strong analytical and problem-solving skills.