Client Branch & Campus Support Officer

About the role

Standard Bank Group is looking for a Client Branch & Campus Support Officer in Lagos. The role provides first-level technical support and monitors performance systems so that IT infrastructure, hardware, software, networks and other IT resources run efficiently, reliably and securely.

Key responsibilities

• Resolve user and system technical problems quickly to minimise disruption, and handle and document incidents and service requests in line with service level agreements.
• Keep significant incidents to no more than five per week, achieve an IT User Survey score of 7 out of 10, close 90% of complaints within the agreed SLA, and meet service availability targets.
• Aim for a Remedy satisfaction survey rating of 3.5 out of 5.
• Build a control framework that guarantees visibility and reliability of the franchise.
• Implement projects and changes efficiently and in time to support key business objectives.
• Develop a cost-containment culture.

Required profile

• BSc in IT, Computer Science or a related field.
• 2-3 years of post-qualification experience in a similar or related position.
• Relevant professional certification is an added advantage.

Required skills

• Application knowledge for support and incident and problem management.
• Infrastructure and platforms support, IT applications and IT programme management.
• Service management processes and root cause analysis.