The Ugandan Jobline

• 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.

• 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.

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