IT Service Support Job Opportunities – Finance Trust Bank (FTB)

Job Title:        IT Service Support

Organization: Finance Trust Bank (FTB)

Duty Station:  Kampala, Uganda

Reports to: Manager IT Service Management

About US:

Finance Trust Bank is licensed as a Tier 1 Commercial Bank after taking over the financial services business of Uganda Finance Trust Limited (MDI). Finance Trust Bank is a fully-fledged commercial bank serving a clientele of over 400,000 depositors and over 23,000’ borrowers, through a network of 36 branches countrywide. The bank offers a variety of Products and services including; Savings, Current accounts, Loans, Money transfer services and Bills payments to its target market which comprises of micro, small and medium entrepreneurs, salary earners and youth.

Job Summary:  The IT Service Support will provide second line of support for all staff and business partners at Finance Trust Bank , responsible for assigning and resolving support requests, as well as meeting customer satisfaction and continuous service delivery demands.

Key Duties and Responsibilities: 

• Support diverse user base through effective use of the helpdesk system, maintain work orders assigned, manage day-to-day operations of the corporate Helpdesk system, and assign tickets as they are logged.
• Triage, record status and system changes using ticketing/change control systems in accordance with defined processes and SLA’s.
• To deliver support to end users on how to use various software/application programs efficiently and effectively in fulfilling business objectives.
• Monitor the IT Service Desk tool and process incidents and request in line with IT procedures and processes
• Exhibit excellent customer service at all times in providing satisfactory support to the end user in professional manner.
• Participate in team projects that enhance the quality or efficiency of IT Service Desk in the bank.
• Encourage, maintain and develop a professional business relationship with customers/end users by providing a prompt and efficient service.
• Managing all procedures related to the identification, prioritization, and resolution of end user requests, including the monitoring, tracking, and coordination of IT Service Desk functions.
• Deliver information to users in the form of user training whilst performing support tasks on the users’ desktop.
• Provide support and solutions within ITIL guidelines for Incident, Problem and Change management
• Ensure all calls are monitored, processed and resolved in a timely manner.
• Communicate IT changes and outages and keep end users informed about the process of their calls.

Qualifications, Skills and Experience:

• The applicant for the Finance Trust Bank (FTB) IT Service Support job opportunity should hold a bachelor’s degree in Computer Science, Information technology and Information systems.
• Person with ITIL Foundation Certificate is preferable.
• Working in a Service Desk environment with experience ranging from 2 – 5 years providing 1st & 2nd level support is preferred.
• Excellent telephone, written and communication skills
• Experience using Service Desk Management tools
• Proficient at multi-tasking with excellent keyboard skills
• Good knowledge of software and hardware products.
• A keen attention to details.
• Ability to work long hours with minimal supervision.
• Knowledge of banking processes especially the core-banking systems and        database management querying skills will be added advantage.
• Previous experience having supported and administered digital-banking platforms.
• A good team player with ability to share knowledge.

How to Apply:

All suitably qualified candidates should address their applications to Head, Human Resource, Finance Trust Bank, Plot 115 & 121, Katwe. P.O. Box 6972, Kampala, Uganda, and email it to jobs@financetrust.co.ug as well as photocopies of academic testimonials, a CV with at least three reference contacts, including the most recent employer, and telephone number.

Deadline: 10^th August 2018

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