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communication skills

Job Purpose

Reporting to the IT Manager, the IT HelpDesk Officer will serve as a first point of contact for IT related incidents and service requests ensuring timely restoration of IT services in line with the bank’s ICT service management standards.

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• Serve as the first point of contact for all IT-related incidents and service requests.
• Log, categorize, assign, and track incidents and requests using the IT Service Management (ITSM) tool.
• Escalate unresolved incidents to second – or third-line support teams following defined SLAs.
• Support onboarding of new staff by setting up accounts, email, and access permissions.
• Perform user management in the bank’s different systems
• Maintain accurate records of issues, resolutions, assets, and user feedback.
• Prepare periodic service performance reports and recommend improvements.
• Ensure adherence to IT security, change management, and audit procedures.
• Conduct basic user training and awareness on ICT best practices and security.

• communication skills
• ITIL Foundation
• CompTIA A+, N+, Microsoft support certifications, or equivalent are an added advantage.

• Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or related field.
• CompTIA A+, N+, Microsoft support certifications, or equivalent are an added advantage.
• ITIL Foundation.