Stanbic IBTC Holdings PLC is a full service financial services group with a clear focus on three main business pillars – Corporate and Investment Banking, Personal and Business Banking and Wealth Management. Stanbic IBTC Bank legally became part of Standard Bank Group 24th August 2007.
Job Summary
To deliver agreed-on levels of service to users and customers, and to manage the applications, technology, and infrastructure that support delivery of the services. The service desk is a key function of service operation as they are typically organized to provide fast, effective resolutions for the simplest requests, with higher levels of escalation when a request needs the input of someone with a higher skill set.
- Providing first-line investigation and problem diagnosis.
- Respond to tech inquiries via email, through online chats, over the phone, or in person.
- Resolving incidents or service requests when first contacted or whenever possible.
- Walk users step-by-step through the problem-solving process.
- Escalating incidents and service requests that cannot be resolved within agreed-on time limits • Closing resolved incidents, requests, and other calls.
- Performing trend analysis and detailed reporting on the service desk application and all platforms that should enhance and track requests
Qualification
- BSc Computer Science or related field.
- Microsoft Office Suites (especially Word, Excel and PowerPoint) and Report Preparation, ITIL V4 Foundation Certification
Experience
- 2 years of experience in IT support or service desk operations.
- Strong customer service orientation and ability to communicate technical concepts clearly
Additional Information
Behavioural Competencies:
- Adopting Practical Approaches
- Challenging Ideas
- Developing Expertise
- Embracing Change
- Empowering Individuals
- Examining Information
- Exploring Possibilities
- Following Procedures
- Meeting Timescales
- Providing Insights
- Taking Action
- Team Working
Technical Competencies:
- Application Knowledge for Support
- Incident and Problem Management
- Infrastructure and Platforms Support
- IT Applications
- IT Programme Management
- Root Cause Analysis
- Service Management Processes
Method of Application
Meet the qualifications? Apply now at Stanbic IBTC on standardbank.com