Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

To deliver agreed-on levels of service to users and customers, and to manage the applications, technology, and infrastructure that support delivery of the services. The service desk is a key function of service operation as they are typically organized to provide fast, effective resolutions for the simplest requests, with higher levels of escalation when a request needs the input of someone with a higher skill set.

• Providing first-line investigation and problem diagnosis.
• Respond to tech inquiries via email, through online chats, over the phone, or in person.
• Resolving incidents or service requests when first contacted or whenever possible.
• Walk users step-by-step through the problem-solving process.
• Escalating incidents and service requests that cannot be resolved within agreed-on time limits • Closing resolved incidents, requests, and other calls.
• Performing trend analysis and detailed reporting on the service desk application and all platforms that should enhance and track requests

Qualification

• BSc Computer Science or related field.
• Microsoft Office Suites (especially Word, Excel and PowerPoint) and Report Preparation, ITIL V4 Foundation Certification

Experience

• 2 years of experience in IT support or service desk operations.

• Strong customer service orientation and ability to communicate technical concepts clearly

Behavioural Competencies:

• Adopting Practical Approaches
• Challenging Ideas
• Developing Expertise
• Embracing Change
• Empowering Individuals
• Examining Information
• Exploring Possibilities
• Following Procedures
• Meeting Timescales
• Providing Insights
• Taking Action
• Team Working

Technical Competencies:

• Application Knowledge for Support
• Incident and Problem Management
• Infrastructure and Platforms Support
• IT Applications
• IT Programme Management
• Root Cause Analysis
• Service Management Processes