CBA Bank Jobs 2017- Service Desk Officer



Service Desk Officer Job at CBA Bank

Department: New Business Ventures
Reports To: Team Leader – Service Desk

Responsibilities for the Service Desk Officer Job

  • To coordinate the activities of the service desk and execute administrative duties within the IT department. The Service Desk Officer will ensure that:
  • All incidents 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.
  • All changes are logged in the change management system and tracked efficiently until they are implemented in production.
  • All administration tasks including but not limited to systems monitoring, housekeeping activities, maintenance of the fixed assets register, software licenses, version control and libraries maintained are carried out effectively.
  • Provide appropriate input for daily production meeting to ensure that all incidents, problems and changes are correctly assigned
  • Systems monitoring to ensure that we have minimal service disruptions and ultimately meet the required uptime. (40%)
  • General IT support activities on noncore applications software and hardware. (20%)
  • Incident management in accordance to the laid down procedures and SLAs. (20%)
  • Problem and Change management in accordance to the laid down procedures and SLAs. (10%)
  • Compliance with policies and procedures attaining satisfactory audit ratings. (10%)

Qualifications for the Service Desk Officer Job

  • Able to communicate effectively; both verbally and in writing
  • Capable of working independently and is a good team member
  • Proactive and a selfstarter who requires minimal supervision
  • Strong analytical skills coupled with the ability to think logically
  • Effective organizer and ability to execute complex simultaneous tasks
  • High propensity for executing change
  • Interpersonal skills to effectively communicate with and manage customer expectations
    (internal and external), and other stakeholders who impact performance
  • Knowledge and effective application of all relevant banking policies, processes, procedures
    and guidelines to consistently achieve required compliance standards or benchmarks
  • Selfempowerment to enable development of open communication, teamwork and trust that
    are needed to support true performance and customerservice oriented culture
  • Selfmotivated, assertive and proactive
  • Degree in Computer Science or Information Technology or any other technology related field
  • Upper second or equivalent
  • Proficiency in office automation and banking technologies.
  • 2 years’ work experience in general IT systems support and administration.
  • Good understanding of the principles and techniques of IT service managements as outlined
    in ITIL
  • Strong troubleshooting/problem assessment skills
  • Excellent communication skills; both written and verbal

How To Apply

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Please note that only shortlisted candidates will be contacted. We are an equal opportunity employer, and do not ask individuals to supply funds as part of the recruitment process.