Client Branch & Campus Support Officer
Standard Bank Group · Lagos
Company Description
Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.
Job Description
Provide support and monitor perfomance systems to ensure IT infrastructure hardware, software, networks, and other IT resources functions efficiently, reliably, and securely. Resolve all technical problems experienced by users or systems quickly to minimise disruption and handle and document incidents and service requests efficiently, adhering to service level agreements to meet agreed 1st level technical support.
- Ensure not more than 5 significant incidents occur every week.
- Achieve an IT User Survey score of 7 out of 10.
- Ensure closure time within 90% of agreed SLA for significant and general complaints.
- Ensure service availability meets agreed targets.
- Achieve a Remedy satisfaction survey rating of 3.5 out of 55
- Establish a control framework that guarantees visibility and reliability of our franchise.
- Implement efficient and timely projects and changes to support key business objectives.
- Develop a cost containment culture
Qualifications
- BSc IT, Computer Science or related field.
- Relevant professional certification can be an added advantage.
Experience:
- 2-3 years post qualification experience in a similar or related position.
Additional Information
Behavioural Competencies:
- Adopting Practical Approaches
- Challenging Ideas
- Developing Expertise
- Embracing Change
- Empowering Individuals
- Examining Information
- Exploring Possibilities
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