Stanbic IBTC Holdings PLC is a full service financial services group with a clear focus on three main business pillars - Corporate and Investment Banking, Personal and Business Banking and Wealth Management. Stanbic IBTC Bank legally became part of Standard Bank Group 24th August 2007. The Standard Bank Group merged its Nigerian operations, Stanbic Bank Nigeria with that of IBTC Chartered Bank PLC. Stanbic IBTC Bank is a major financial service provider engaged in personal banking, business banking, credit cards, corporate banking, non-interest banking and wealth and investment banking in Nigeria. We offer all our clients a wide range of personal & commercial banking products through over 180 branches spread across every state in Nigeria and our online banking platforms. We offer current, savings, and domiciliary accounts; personal loans, vehicle and asset finance; MasterCard debit cards, Visa credit cards; home loans; internet banking; small and medium scale enterprise (SME) loans and the award-winning *909# MobileMoney. We cater for both individuals and businesses through carefully designed retail and business banking products. We also offer self-service channels powered by sophisticated technology to bring convenient banking to customers. Our clients can also get custodial services through Stanbic Nominees Nigeria Limited, our custody arm and non-pension asset custodian, acting in a nominee capacity for clients’ transactions in securities and other investments. We are a key player in financial inclusion and are poised to take banking to the doorsteps of our customers; taking care of the banking needs of different categories of persons and businesses.
To deliver agreed-on levels of service to users and customers, and to manage the applications, technology, and infrastructure that support delivery of the services. The service desk is a key function of service operation as they are typically organized to provide fast, effective resolutions for the simplest requests, with higher levels of escalation when a request needs the input of someone with a higher skill set.
- Providing first-line investigation and problem diagnosis.
- Respond to tech inquiries via email, through online chats, over the phone, or in person.
- Resolving incidents or service requests when first contacted or whenever possible.
- Walk users step-by-step through the problem-solving process.
- Escalating incidents and service requests that cannot be resolved within agreed-on time limits • Closing resolved incidents, requests, and other calls.
- Performing trend analysis and detailed reporting on the service desk application and all platforms that should enhance and track requests
Qualification
- BSc Computer Science or related field.
- Microsoft Office Suites (especially Word, Excel and PowerPoint) and Report Preparation, ITIL V4 Foundation Certification
Experience
- 2 years of experience in IT support or service desk operations.
- Strong customer service orientation and ability to communicate technical concepts clearly
Additional Information
Behavioural Competencies:
- Adopting Practical Approaches
- Challenging Ideas
- Developing Expertise
- Embracing Change
- Empowering Individuals
- Examining Information
- Exploring Possibilities
- Following Procedures
- Meeting Timescales
- Providing Insights
- Taking Action
- Team Working
Technical Competencies:
- Application Knowledge for Support
- Incident and Problem Management
- Infrastructure and Platforms Support
- IT Applications
- IT Programme Management
- Root Cause Analysis
- Service Management Processes
Method of Application
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