JOB PURPOSE STATEMENT

The IT Service Desk Analyst role is responsible for the following:

• Incident Management process in line with ITIL principles by providing 1st Line Support to logged incidents and within the agreed SLA in order to meet varying needs of the business.
• Service/Support Request Fulfilment process in line with ITIL principles by attending to service/support requests within the agreed SLA in order to meet varying needs of the business.

KEY RESPONSIBILITIES & PERCENTAGE (%) TIME SPENT

• Incident management in accordance with the laid down procedures and SLAs. (40%)
• Service /support requests fulfillment in accordance with the laid down procedures and SLAs. (40%)
• Call Management by picking and time spend on calls within agreed SLA. (20%)

MAIN ACTIVITIES

• Single Point of Contact (SPOC) for all IT related interactions with internal and external users and/or partners.
• Providing 1st level support for incidents received and ensure timely feedback to users on progress of incidents resolution.
• Ensure that all incidents that 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.
• Management and ownership of incidents throughout their lifecycle while ensuring there’s regular and timely feedback to users on progress of incidents resolution.
• Ensure all incidents raised by users are logged in the incident management system.
• Monitor service desk call lines and emails to ensure that all incidents are responded to and eventually resolved.
• Ascertain nature of incidents and correctly assign to appropriate support units for resolution.
• Escalate incidents to the 2nd Level support team (Support Operations Officers) when much deeper analysis is required.
• Providing management information on IT service provision and producing associated reports.
• Extract, compile and circulate data required by business units for reporting based on the required frequency i.e. either daily, weekly or monthly

QUALIFICATION AND EXPERIENCE REQUIREMENTS

• A Bachelor’s degree in Computer Science, Information Technology or related field.
• ITIL Foundation would be an added advantage.
• Adequate understanding of the various banking business systems and computer operations processes.
• Demonstrable experience working in a professional IT environment.
• Sound knowledge of Information technology and related support architectures

Closing on: Feb 26, 2023

Job Purpose Statement

The purpose of this job is the management and implementation of legislative / regulatory compliance risk frameworks within the standards defined by the Group including risk identification, assessment, measurement, monitoring and reporting of legislative/compliance risk and enforcing compliance with policies and procures and controls.

Ideal Job Specifications

Academic:

• At least a Bachelor’s degree or its equivalent, preferably in a Business related field, Mathematics or Law.

Professional:

• Experience in use of standard software used in the Group such as Word, Excel, Access and PowerPoint.

Desired work experience:

• A minimum of 3 years of relevant professional experience.

Closing on: Feb 27, 2023

Job Purpose

Statement Responsible for overseeing adherences to service quality standards in UG/TZ/RW and other non-bank subsidiaries in order to determine if the customer experience services provided are meeting set quality standards. Additionally, the CX Partner is responsible making recommendations to improve the quality of service/processes.

Ideal Job Specifications

Academic:

• University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

• Proficient in use of relevant MS Office applications and statistical packages.

Desired work experience:

• At least 5 – 6 years working experience in banking, preferably in a customer service role

Closing on: Feb 26, 2023

Job Purpose

Statement Responsible for daily extraction and analysis of data and compilation of various reports for the Contact Centre. Supporting in monitoring of KPI and metric compliance by the Contact Centre and alerting the CX partner on areas of coaching intervention and training. Performing administrative duties and any other activities as assigned by the CX partner

Ideal Job Specifications

Academic:

• University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

• Proficient in use of relevant MS Office applications, especially Excel and Power point.
• Conversant with CRM.

Desired work experience:

• At least 3 years’ working experience in banking, preferably at a Contact Centre

Closing on: Feb 27, 2023