Job Brief
To provide high quality ICT end-user support and training services in order to meet client peripheral and productivity needs in the Bank.
EMPLOYMENT OPPORTUNITY
Published On: 10 October 2024
Closing Date: 23 October 2024
The Bank of Zambia, an equal opportunity employer, invites applications from suitably qualified and experienced Zambians for the following vacant position:
CLIENT SUPPORT SPECIALIST (1 POST)
GRADE: BoZM5
Job Purpose
To provide high quality ICT end-user support and training services in order to meet client peripheral and productivity needs in the Bank.
Main Accountabilities
- Perform support functions by responding to assigned service request from the Service Desk.
- Respond to user incidents and perform root cause analysis of reported incident/problem and implement possible solutions.
- Install, modify, clean, and repair client computer hardware, desktop operating systems and productivity tools, and undertake virus/spam control activities in line with laid down procedures.
- Monitor the performance of the Bank’s computer systems and evaluate how useful software programs and productivity tools are meeting user needs.\
- Implement end-user training plans and support procedures in collaboration ICT Service Management Administrator.
- Generate training manuals in the use of new computer hardware and software and provide appropriate end-user training.
- Collect feedback for post training evaluation using a Training Evaluation Form or an automated system.
- Provide ICT Bureau services to end-users providing services such as scanning documents, handling special print requests, brochure production, to provide convenient customer service.
- Provide first-level customer support to users in critical-mission applications.
- Provide input into the preparation of various management reports for management information and decision making.
- Investigate opportunities to allocate ICT assets more efficiently.
- Audit Support: Collaborate with internal and external auditors to facilitate IT audits and ensure compliance with audit recommendations.
- Maintain detailed records of client interactions, including inquiries, comments and actions taken, to facilitate a seamless support process and provide insights for improvements.
Qualifications and Experience
- BSc /BEng in Computer Science or Computer Engineering; or equivalent.
- Grade 12 School Certificate with five (5) ‘O’ Levels (credit or better).
- 3 years relevant experience.
- Professional qualification in IT Service Management such as, ITIL, and COBIT.
Key Knowledge and Attributes
- Knowledge of ICT service management best practices
- Good working knowledge of Bank’s computer systems
- Sound working knowledge of ICT network technologies.
- Strong undertaking of productivity tools
- Strong communication, technical discussion and writing skills.
- Good customer service and interpersonal relations
CONDITIONS OF SERVICE
Bank of Zambia Conditions of Service will apply.
Submit your CV and Application on Company Website : Click Here
Closing Date : 15th October, 2024.
