IT Service Delivery (Incident & Request Management) 

DB/ Vacancy- 0334/24

Job Summary 

IT Service Delivery 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 role holder is responsible for operating the service desk within the Bank’s ICT shared service and be the customer service champion.

About You

Academic & Professional Qualification

• Bachelor’s degree in Information Technology, Computer Science, Computer Information System, Software Engineering or any other equivalent field.
• Professional ICT qualifications such as ITIL, CCNA, MCSE, HDI Support Center Team Lead etc.

Experience

• At least four (4) years of relevant work experience in service desk management.

Behavioral Competency

Ҥ Interpersonal and cross-cultural skills, including 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 in line with Dashen Bank values.
• Good oral and written communication skills.
• Critical and analytical thinking and problem solving skills.
• Personal motivation and drive exhibited through commitment to hard work, continuous improvement and achievement of goals.
• Good customer relationship management skills (internal and external customers)
• Risk awareness and focus – demonstrates understanding of risk management practices, standards and regulatory requirements.

Required Technical Competency

• Experienced Service Management professional.
• Previous experience as a Team Lead or demonstrable experience in leading virtual teams.
• Experience of managing 3rd parties and 3rd party delivered services.
• Service Management or Support in a large-scale and 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.
• Understanding of IP networks traffic, firewalls, routing etc.
• Good knowledge of Word, Excel, Outlook and other office applications.