The Officer is responsible for ensuring support to end users in the Bank on how to use various types of software programs efficiently and effectively to meet the business objectives. This includes troubleshooting applications and software for all internal customers. He/she carries out testing of applications as well as user training.
The officer is involved with a great deal of multitasking at its most basic responsible for the crucial job of maintaining the computer systems of the Bank. In addition he/she will be responsible for helping install, maintain and upgrade of Operating System, End User Application, IT equipment and networks.
Job Requirement
Academic & Professional Qualification
Bachelor’s degree in Information Technology, Computer Science, Information System, Computer Engineering or any other equivalent field.
Professional qualifications such as Microsoft Certified system administrator or A+ is an added advantage.
Experience
At least five (5) years of relevant experience.
Behavioral Competency
Interpersonal and cross-cultural skills, including ability to build collaborative relationships with sensitivity to diversity/inclusion.
Creativity and innovation skills.
Action oriented.
Quality focus and attention to detail.
Professionalism and integrity in line with Dashen Bank values.
Good oral and written communication skills.
Critical and analytical thinking and problem solving skills.
Personal motivation and drive exhibited through commitment to hard work, continuous improvement and achievement of goals.
Good customer relationship management skills (internal and external customers).
Risk awareness and focus - demonstrates understanding of risk management practices, standards and regulatory requirements.
Required Technical Competency
Experienced Service Management professional.
Previous experience as a Team Lead or demonstrable experience in leading virtual teams.
Experience of managing 3rd parties and 3rd party delivered services.
Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
Knowledge of ITIL disciplines.
Excellent customer facing/customer service skills.
Able to work under pressure and meet deadlines.
Understanding of IP networks traffic, firewalls, routing, Switching and troubleshooting.
