Information Technology: systems development, business analysis, architecture, project management, data warehousing, infrastructure, maintenance and production
- To provide an operational User, Branch Support & Rollout (UBSR) structure to ensure that general IT problem in the branches and regions are resolved promptly and efficiently. The operational support includes first & second level support on user’s workstations, file/print servers, IT peripherals, SCCM servers, LANs and communication equipment.
- Ensuring that all incidents are responded to, actioned and resolved within the required MTTR in the SLAs. Also ensure that calls and problems are escalated and communicated to the required support area and user for prompt attention.
- Provide high level competency with regard to ensuring that users are optimally satisfied with the use and access of the bank’s IT services/applications in the daily discharge of their responsibilities.
- Uptime of SCCM servers and patching of all laptops and Desktops
Responsibilities + Skills
Satisfactory Audits (Internal & External)Resolve exceptions before due datesEnsure there is no vulnerabilityEmergency changes should not exceed 10% of total changes
Ensure closure time within 90% of agreed SLA for significant and general complaintsEnsure service availability meets agreed targetsAchieve a Remedy satisfaction survey rating of 3.5 out of 5
Achieve a minimum annual Business Survey (i.e ISS) rating of 8 out of 10Ensure not more than 5 significant incidents occur every weekAchieve an IT User Survey score of 7 out of 10