Job Purpose:

To provide first line technical support to internal staff including branches and Head Office departments on the problems pertaining to the system use and all other banking operations issues during operation.

Main Responsibilities:

• Perform moderator roles and monitor our multiple support channels, including Service Desk tool, phone, email, live chat, social media.
• Handle routine enquiries and solve basic issues faced by customers by providing detailed support process information and fulfilling user’s requests that need IT involvement.
• Follow up on any new requests received from our internal customers and transfer to either Incidents or Requests Management team for further processing where required.
• Take ownership of user problems, follow up problem status of problems and communicate progress in a timely manner.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Solve frequently occurring problems such as knowledge issues and aid users in the use of multiple applications used at Branches and Head Office.
• Work with System Development team and understand the new products and systems and ensure the right support is provided throughout the transition period.
• Educate system users on how to solve minor operational problems.

Knowledge and Skills:

• Strong operational knowledge of Core Banking Systems
• Familiarity with development tools such as Visual Studio and programming languages (Java, C, .NET, PHP, etc.)
• Basic technical knowledge, including coding and DevOps practices
• Good understanding of Bank products and their end-to-end processes
• Exceptional customer service orientation
• Understanding programming and scripting languages including PL/SQL, XML, XSLT, HTML, and CSS
• Exposure to operating systems such as Windows Server, Red Hat Enterprise Linux (RHEL), or IBM AIX
• Ability to explain solutions to users who do not have a technical background
• Problem solving skills
• Team collaboration skills
• Excellent written and spoken communication skills

Qualifications and Experience:

• Bachelor’s degree in computer science or related discipline
• Excellent technical and computer skills
• Software development experience will be an added advantage
• At least 2 years working experience in Banking or Telecommunications environment, preferably in Service Desk or Contact Centre
• Incident management experience
• Experience in systems development

• Perform moderator roles and monitor our multiple support channels, including Service Desk tool, phone, email, live chat, social media.
• Handle routine enquiries and solve basic issues faced by customers by providing detailed support process information and fulfilling user’s requests that need IT involvement.
• Follow up on any new requests received from our internal customers and transfer to either Incidents or Requests Management team for further processing where required.
• Take ownership of user problems, follow up problem status of problems and communicate progress in a timely manner.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Solve frequently occurring problems such as knowledge issues and aid users in the use of multiple applications used at Branches and Head Office.
• Work with System Development team and understand the new products and systems and ensure the right support is provided throughout the transition period.
• Educate system users on how to solve minor operational problems.

• Strong operational knowledge of Core Banking Systems
• Familiarity with development tools such as Visual Studio and programming languages (Java, C, .NET, PHP, etc.)
• Basic technical knowledge, including coding and DevOps practices
• Good understanding of Bank products and their end-to-end processes
• Exceptional customer service orientation
• Understanding programming and scripting languages including PL/SQL, XML, XSLT, HTML, and CSS
• Exposure to operating systems such as Windows Server, Red Hat Enterprise Linux (RHEL), or IBM AIX
• Ability to explain solutions to users who do not have a technical background
• Problem solving skills
• Team collaboration skills
• Excellent written and spoken communication skills

• Bachelor’s degree in computer science or related discipline
• Excellent technical and computer skills
• Software development experience will be an added advantage
• At least 2 years working experience in Banking or Telecommunications environment, preferably in Service Desk or Contact Centre
• Incident management experience
• Experience in systems development