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
  • 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 as well as
photocopies of academic testimonials, a CV with at least three reference
contacts, including the most recent employer, and telephone number.
Deadline: 10th August 2018
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