Team Lead, End User Support Recruitment at First Bank of Nigeria

First Bank of Nigeria Limited (FirstBank) is Nigeria's largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi.

We are recruiting to fill the position below:

Job Position: Team Lead, End User Support

Ref No: 20000024
Job Location: Lagos
Job: FBN GEN. Job Family
Organization: Technology and Services
Schedule: Regular
Shift: Standard
Job Type: Full-time
Grade Range - From: Manager
Grade Range - To: Principal Manager

Job Objective(s)

• Coordinate the provision of adequate first level support to users of computers, peripherals, networks and office automation systems.
• Manage the Service desk team and drive performance against agreed Service Level Agreements (SLA’s)

Duties & Responsibilities

• Oversee daily service desk operations such as  logging and capturing of user’s requests and providing first-level incident and problem-solving support:
  • Manage the escalation of issues for resolution at appropriate levels
• Establish a system to collect, categorize, and track questions and problems
• Monitor and track incidents reported to the service desk to the point of resolution:
  • Coordinates the Operations of ATM and POS
• Provide first level technical support for users across applications and systems; understand user problems / questions, identify root causes, providing solutions where appropriate, refer unresolved items to appropriate second level support team
• Liaise with the user support teams, and second line support teams to ensure an efficient, seamless and cost effective approach to support
• Identify, propose and participate in the implementation of new services based on  trends, internal demand (e.g. business plans) and external demand (e.g. regulatory requirements)
• Assist with the development and maintenance of the IT service catalogue
• Assist effort to define service levels for each of the services in the IT service catalogue (SLAs, OLAs, etc.)
• Enforce IT service desk policies and procedures are enforced and adhered to
• Manage the Incident / problem database
• Continuously monitor and report service levels to ensure responsiveness of IT to business
• Oversee daily service desk operations such as  logging and capturing of user’s requests and providing first level incident and problem solving support
• Monitor help desk reports and statistics to identify trends
• Provide daily and weekly service desk reports highlighting issues and risks
• Serve as a member of the IT Services  and Supplier Relationship Committee
• Monitor help desk reports and statistics to identify trends

Job Requirements
Education:

• Minimum of a first degree or its equivalent in a business /IT related discipline
• Masters, MBA or a recognized professional certification will be an added advantage

Experience:

• 7+ years of experience  in an IT services/ operations function
• 4+ years of management experience