Job Purpose Statement
Assistant Manager, IT Service Desk role is
responsible for supervising NCBA group centralized IT Service Desk.
The role ensures that the Service Desk team liaises
with the department to ensure any incidents that cannot be resolved at the
Service desk are appropriately escalated.
Key Accountabilities (Duties and Responsibilities)
Governance (30%)
Regularly track Service Level Agreements and
Operational Level Agreements for IT incidents and service requests with various
IT and business units and provide metrics for periodic SLAs and OLAs reviews
and renewals.
Ensure continual service improvement by carrying out
research in new technologies, industry best practices & innovations and
providing recommendations to IT management regarding provision of ICT services
in the changing business environment.
Ensure Service desk processes are efficient and cost effective by reducing costs and streamlining processes without adversely impacting the client experience.
Regularly review the IT Configuration Management
Database (CMDB) to ensure the IT infrastructure data and configuration
information held is up to date.
Track and manage the implementation of the ITIL
Framework for the service desk function as defined in the IT Department’s
strategy.
Provide input into IT initiatives, annual planning
processes and in the formulation of the IT strategy.
Participate in the development, implementation and
management of continuous service improvement planning within IT.
Develop and oversee tracking of the service desk
budget for projects and operational spends as part of the overall IT
Operation’s Budget.
Incidents and Service Requests Management (40%)
To lead and supervise the centralized group IT
service desk operations and ensure incidents, service requests, escalations and
configuration management issues are handled according to defined set of
policies, processes, procedures and SLA’s.
Carry out regular performance measurements to ensure
that Service Level Agreements and Operational Level Agreements for IT incidents
and service requests with various IT and business units are met and exceeded.
Responsible for of all customers’ incidents or
service requests logged at the IT service desk.
Responsible for the achievement of excellent customer
service and support across the service desk function.
Supervise IT service desk to run efficiently and
offer quality and cost effective IT services that are aligned with the business
goals.
Conduct performance reviews with IT suppliers in
support of and delivery of service desk objectives.
Develop and maintain the Known Error Database.
Constantly review customer feedback and make
improvements to IT processes as necessary.
Oversee resolution of escalated issues through
communications to the business, managing suppliers and coordinating response
from diverse groups of IT service providers internally and externally.
Provide appropriate input for IT Management meetings
to ensure that all incidents, service requests, problems and changes are
correctly assigned.
Handle complaints management and service recovery.
IT Performance Reporting (20%)
Reporting on the performance of IT services on
incident and service requests resolution. Provide reports on trends and
thematic issues arising from logged incidents and service requests to Head of
IT Operations and IT customers on a daily, weekly, monthly and on ad hoc basis.
Provide reports on trends and thematic issues arising
from logged incidents and service requests to Head of IT Operations and IT
customers on a daily, weekly, monthly and on ad hoc basis.
Ensure that sufficient and timely reporting is
available for performance tracking and to provide reports to IT function, IT
customers and senior management of the bank on daily, weekly, monthly and on ad
hoc basis.
Provide service management and performance reports
(incidents analysis and KPIs) and Review performance reports, service quality
and processes for service improvements.
Service Desk Management (10%)
Lead the IT service desk organization through
training, knowledge transfer. (10%)
Ensure uniform processes and procedures at the
service desk to provide each customer with a great experience from the onset of
the contact with IT service desk.
Supervise the day to day activities of the service
desk team to achieve targeted performance.
Manage critical customer incidents, associated
customer communication activities and any appropriate escalations.
Motivate, develop and mentor the IT service desk
team; giving direction and guidance for high performance.
Leading and coaching of the IT service desk team to
achieve targeted performance.
Ensure knowledge transfer to staff in the IT service
desk team.
Ideal Job Specifications
A Bachelor’s degree in Computer Science, Information
Technology or related field.
ITIL Foundation a must.
ITIL Service desk practitioner would be an added
advantage.
Minimum 4 years’ relevant experience with 2 years’ in
service desk supervision/management.
Adequate understanding of the various banking
business systems and computer operations processes.
Demonstrable experience working in a professional IT
environment, supervising a service desk function.
Experience in leading and managing high performing
teams.
Competence Requirements
Excellent communication skills in order to
communicate effectively with executives, senior managers, colleagues and other
stakeholders.
Flexible approach to problem solving and ability to
explain complex technical issues to non-technical staff.
Good Customer Care skills and diplomacy to manage the
internal complaints process and customer satisfaction.
Forward planning to coordinate resources to achieve
incidents and problems resolution within agreed timelines.
Ability to interact with all levels of customers and
IT organization.
Highly analytical in problem solving with the ability
to apply original and innovative thinking.
Leadership to optimize employee productivity and
sustain employee satisfaction.
Good working knowledge and experience of Windows,
Networking, Microsoft Office Suite, Mail systems
Patience, tolerance and resilience to manage under
critical and demanding situations.
How To Apply