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Senior Officer - IT Service Desk Job

Date:  24-Dec-2021
Business Unit:  Information Systems & Technology
Job ID:  809

Job Purpose

To act as the first level contact between IT and various business teams for seamless and effective delivery of IT Services and ensure effective checks and balances on financial aspect of IT assets and services.
To manage and carry out the internet and intranet content management with strict adherence to communication related guidelines.
To assist other IS&T teams with various administrative and technical activities.
 

Key Accountabilities

* First-level support for all applications/systems deployed in the bank.

*Support IT Service Desk team leader in daily activities, getting right information from the users, calls logging, updating and tracking all IT issues.

* Intranet and Internet content management

* SQL scripts development and T24 reports extraction from data-mart on scheduled and on-demand basis

* User access management across several applications (AML, MRA, EDMS etc)

* To assist IS&T Senior Managers in strategic/tactical issues.

* To improve IT service Desk

Other Accountabilities

Other Accountabilities

Job Context

The job holder would need to interact and co-ordinate with various users on IT Service Desk issues registration, status updates and closure of issues after successful delivery IT services to meet the business demands and help business in achieving their goals.

Education

Bachelors Degree in Engineering or Masters in Computer Applications

Experience and Skills

Professional Qualifications (Desired)
• ITIL V4 (F)
Work Experience (Required)
• Minimum 3 years’ experience working in an IT Service Desk team.
• Minimum 1 year of Banking industry experience is required
• Good knowledge in MS-office and other PC application is required
• Good knowledge in SQL scripts, RDBMS is required
• Experience in web content management tool such as dream-weaver, HTML is required
• Exposure to documentation skills
• Communication and negotiable skills

Specialist Skills/Competencies Required for the Role

• Customer Service: including customer-oriented telephone and email/chat abilities to be able to respond quickly, competently, politely and patiently to customer requests.

• Problem solving: gathering information, evaluating options and offering good solutions and guide other team members to solve their assigned issues.

• Training and education: should know how to present complex technical information to non-technical audiences, ability to design and deliver instructional training would be valuable.

Behavioural Competencies

Change and Innovation - Basic
Communication - Basic
Evaluating and Solving Challenges - Basic
Results Orientation - Basic
Working and collaborating with others - Basic

Technical Competencies

Application Development and Integration- IST- Basic
Application and Database Administration- IST- Basic
Enterprise Infrastructure Management and Disaster Recovery- IST- Basic
Server Administration Windows UNIX-IST-Basic
Network Administration-IST-Basic
IT Architecture and Security Controls-IST-Basic
Cloud Computing-IST-Basic
Digitization and Automation-IST-Basic
End User Computing-IST-Proficient
IT Service Management-IST-Advanced
Program/Project Management-IST-Basic
Business Analysis-IST-Basic


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