Summary
Date Posted: Wednesday, July 03 2024, Base Salary: Not Disclosed

JOB DETAILS:
Job Summary:
The ICT User Interface Support Officer is responsible for providing comprehensive support to endusers for all bank-related software applications, ensuring optimal user experience and system performance. This role involves troubleshooting, user training, and collaborating with various departments to enhance the functionality and usability of ICT systems.

Key Responsibilities:
Financials:
• Budget Management: Monitor and manage the budget for ICT support services to ensure costeffectiveness.
• Cost Savings: Identify and implement opportunities for reducing operational costs through efficient use of technology.
• Software License Management: Ensure all software licenses are up-to-date and within budgetary constraints.
• Resource Allocation: Optimize the allocation of financial resources for ICT projects.
• Financial Reporting: Prepare and present regular financial reports on ICT expenditures and savings.

Customer:
• User Satisfaction: Achieve high user satisfaction ratings by resolving issues promptly and effectively.
• Response Time: Maintain an average response time of less than 15 minutes for initial user support requests.
• Resolution Time: Ensure that 90% of user issues are resolved within 24 hours.
• User Training: Conduct regular training sessions for users to improve their proficiency with banking applications.
• User Feedback: Collect and analyze user feedback to identify areas for improvement.

Processes:
• Issue Tracking: Maintain an accurate and up-to-date issue tracking system.
• Process Improvement: Continuously seek and implement improvements in ICT support processes.
• Documentation: Ensure all support processes and resolutions are well-documented and accessible.
• Compliance: Ensure all ICT processes comply with industry regulations and bank policies.
• System Monitoring: Implement effective monitoring tools to proactively identify and resolve potential system issues.

People:
• Team Collaboration: Foster a collaborative environment within the ICT team and with other departments.
• Training and Development: Provide ongoing training and development opportunities for team members.
• Performance Reviews: Conduct regular performance reviews and provide constructive feedback.
• Staff Retention: Maintain a high level of staff retention through engagement and motivation initiatives.
• Communication: Ensure clear and effective communication within the team and with end-users.

Key Performance Indicators (KPIs):
Financials:
• Budget Adherence: Percentage of budget adherence for ICT support services.
• Cost Reduction: Amount of cost savings achieved through efficiency measures.
• License Compliance: Percentage of software licenses managed within budget.
• Resource Utilization: Efficiency of resource allocation in ICT projects.

Customer:
• Satisfaction Score: Average user satisfaction score from feedback surveys.
• Response Rate: Percentage of support requests responded to within the set timeframe.
• Resolution Rate: Percentage of issues resolved within the targeted time.
• Training Effectiveness: Improvement in user proficiency post-training.
• Feedback Analysis: Number of actionable insights gained from user feedback.

Processes:
• Issue Resolution Time: Average time taken to resolve user issues.
• Process Efficiency: Number of process improvements implemented annually.
• Documentation Quality: Completeness and accessibility of support documentation.
• Compliance Rate: Percentage of processes compliant with regulations and policies.
• System Downtime: Reduction in system downtime due to proactive monitoring.

People:
• Team Collaboration Score: Average score from internal team collaboration surveys.
• Training Participation: Percentage of team members participating in training programs.
• Performance Improvement: Improvement in team members' performance post-review.
• Communication Effectiveness: Feedback score on communication clarity and effectiveness.

Qualifications:
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Strong understanding of software applications such as MS Office
• Excellent troubleshooting and problem-solving skills.
• Effective communication and interpersonal skills.



Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education: Bachelor Degree

Job application procedure

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