Senior IT Service Delivery Officer (Incident & Request Management)

DB/ Vacancy-0003/23

Job Summary       

• The Senior IT Service Desk Officer is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. He /she is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The job holder is responsible for operating the service desk within the Bank’s ICT shared service and being the customer service champion.

Job Requirements

Academic & Professional Qualification

• Bachelor’s degree in Information Technology, Computer Science, Computer Information Systems, or any other equivalent field.
• Professional ICT qualifications such as ITIL are an added advantage.

Experience

• At least five (5) years of IT service delivery management.

Behavioral Competency

• Interpersonal and cross-cultural skills, including the ability to build collaborative relationships with sensitivity to diversity/inclusion.
• Creativity and innovation skills.
• Action-oriented.
• Quality focus and attention to detail.
• Professionalism and integrity are in line with Dashen Bank's values.
• Good oral and written communication skills.
• Critical and analytical thinking and problem-solving skills.
• Personal motivation and drive are exhibited through a commitment to hard work, continuous improvement, and achievement of goals.
• Good customer relationship management skills (internal and external customers).
• Risk awareness and focus - demonstrate understanding of risk management practices, standards, and regulatory requirements.

Required Technical Competency

• Experience in Service Management.
• Service Management or Support in a diverse environment of incident management, escalation procedures, and related disciplines.
• Expert knowledge of ITIL disciplines.
• Excellent customer-facing/customer service skills.
• Able to work under pressure and meet deadlines.
• Excellent knowledge of Word, Excel, Outlook, and other office applications

How to Apply

1. Interested and qualified applicants should apply through THIS FORM
2. Applicants should fill all the details on the vacancy application form and make sure they submit it after completing all the questions.
3. Finally, please scan all relevant credentials (Uploading relevant credentials that verifies educational qualification, work experience licenses, certifications …. etc which are stated on the application form /CV).
4. Login to this website and attach the scanned documents in PDF format (*mandatory).
   • CV‘s shall not be more than 3 pages and saved in PDF format  (*mandatory).

NB: - Dashen Bank does not charge a fee at any stage of the recruitment process. Hence, if you are asked for any please refuse.