Equity Bank Rwanda Overview
Equity Bank is one of the region’s leading Banks whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern, inclusive financial services that maximize their opportunities. With a strong footprint in Kenya, Uganda, Tanzania, Rwanda; DRC and South Sudan, Equity Bank is now home to nearly 18 million customers - the largest customer base in Africa. Currently the Bank is seeking additional talent to serve in the role outlined below.
Job Title: ITSM Officer
Purpose of the Job
The ITSM Officer will handle and support incoming queries and issues related to the IT services at Equity Bank Rwanda and monitor systems, channels and services uptime. The role holder is responsible for providing rst-level support to users, monitoring the uptime of all IT service deliveries, and evaluating the performance of IT Service Providers. The sta will also ensure the Bank maintain compliance with ISO 20000 and related standards. The sta will also coordinate changes to production systems.
Key Responsibilities and Accountabilities
- Collect and manage all the calls requesting IT services, log them in ITSM following categorization and criticality.
- Follow up on issues resolutions and escalated where required to relevant people.
- Monitors all systems, channels and services and reports performance timely and liaise with all stakeholders to address any issues following escalation matrix.
- Provide rst level end user support in resolving technical level one problems to provide the required level of support for business operation.
- Install, and assist perform minor repairs to hardware, software, and peripheral equipment, following design or installation speci cations to ensure users are facilitated.
- Set up new employees in a timely manner to ensure their equipment, account are functioning properly and also provide access to relevant systems.
- Keep record of user support call logs to inform reporting and analysis of the section’s performance.
- Advise the IT team on recurring issues and plan for users training or vendor meeting
- Monitor vendors’ SLA against raised tickets and report on performance.
- Train end users on IT solutions.
- Document all users’ requests, changes or project needs and le them.
- Liaise with other departments for IT needs.
- Coordinate changes into production systems
- Lead the Bank certi cation.
- Handle IT contract management.
- Respond to all Audit and inspection related queries regardingIT services.
Qualification, Experience, Skills, and Core competencies
- Bachelor’s Degree in Computer Science, computer engineering, information systems or any other relevant degree
- Minimum of 3 years of experience in IT 1st level support
- Innovation ability
- Knowledge of relevant nancial services and IT legislation,
- Knowledge of professional standards,
- Communications and writing skills
- Problems solving
If you meet the above requirements, we kindly invite you to submit your application quoting the job opportunity you are applying for to the email address below by Thursday 18th April 2024. Please include a detailed Curriculum Vitae, copies of the relevant certificates, testimonials, and daytime telephone contact and email address.
Only short-listed candidates will be contacted. Email to: jobsrwanda@equitybank.co.rw Equity Bank is an equal opportunity employer. We value the diversity of individuals, ideas, perspectives, insights, values and what they bring to the workplace.
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