IT support Officer -User & Branch Support
Job ID12595
Location Nigeria
Division Group IT
Position Category Business Support
Employment Type Full Time – Permanent
Shift No
Regulatory Approval Yes
Post Closing DateApr 16, 2014
Position Description
MAIN PURPOSE OF THE JOB
To provide an operational Regional IT Support structure to ensure that general IT problems in the bank and particularly the assigned region are resolved promptly and efficiently. The operation support includes first level support on users’ workstations, file/print servers, IT peripherals, LANs and communication equipment.
Ensuring that all incidents are responded to, actioned and resolved within the required MTTR in the SLAs. Also ensure that calls and problems are escalated and communicated to the required support area and user for prompt attention.
Provide high level competency with regard to ensuring that users are optimally satisfied with the use and access of the bank’s IT infrastructure in the daily discharge of their responsibilities.
KEY RESPONSIBILITIES/ACCOUNTABILITIES
• Provide first level support on IT related issues in all the branches within the region
• Repair/re-install and configure Microsoft Windows Operating Systems on desktops and notebook PCs.
• Upgrade/Downgrade and Configure Internet Explorer 7 for Finacle on users systems.
• Repair/re–install and configure Finacle client applications on desktops and notebook PCs.
• Carry out first level support on hardware (workstations, scanners, printers, and other peripherals).
• Carry out first level support on applications (Ms Operating system, MS Office suite, Finacle and Intranet applications) and ensuring online service availability during operational hours.
• Carry out first level support on LANs
• Carry out first level support on ATMs
• Support Trader and Mobile Payment solutions
• Ensure that all users’ incidents/requests are logged in Remedy Application and responded to promptly
• Keep and maintain log of activities in branches.
• Document solutions proffered on incidents and send same to Remedy Administration for the creation of database for future reference.
• Maintain daily, weekly and monthly reports of all incidents/Problems attended to.
• Monitor and record performance of the Branch IT infrastructure in terms of QoS, systems response time, etc. Weekly and monthly consolidated reports on these for all branches within the Region must be provided.
• Maintain clear and constant communication with the head, Regional IT Support regarding all critical IT incidents/problems and change control issues.
• Support new project deployment such as upgrade of Operating Systems and other applications, patch deployment, Inverter, etc.
• Support new project deployment such as upgrade of equinox and other applications, patch deployment, Inverter, etc.
• Supervise Contractors/Service providers when carrying out installation or maintenance on links, UPS, inverters, servers/workstations and when executing or implementing IT projects in the branches within the Region
• Branch Rollout – Deployment of IT infrastructure (Link, LAN, Systems, Inverter/UPS power & Peripherals) for new branches
• Deployment of IT infrastructure (Link, LAN, Systems, Inverter/UPS power & Peripherals) to branches when BUs relocate
• Support new project deployment such as upgrade of Operating Systems and other applications, Antivirus & Patch deployment, Inverter, UPS, etc.
• Carry out other functions in the department that may be assigned.
KEY PERFORMANCE MEASURES
• Number of instances of non-compliance to policy and procedure
• Number of incidents resolved within the region and on Remedy Helpdesk
• Number of awareness sessions held for users across the region.
• IT Audit rating by Internal Audit, Routine Control, and external audit
• No service impact
• Reduced number of incidents
• Successful implementations of projects supervised
• Meet deadlines
• Meet SLA targets
• Ensure that there are no service disruptions due to avoidable or resolvable issues.
• Ensure that there are no service disruptions during branch revamp
• Maintain a clean Communication/Server room in every branch devoid of loose cables and other unwanted items (cartons, pilled cables, etc)
• Adequate knowledge of general IT principles and procedures.
IMPORTANT RELATIONSHIPS
•End users
•Remedy Helpdesk Administrators
•MS Exchange team
•IT team – Nigeria.
•Hardware vendors
•Auditors
•IT Special Projects (Project 100) – Contractors
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