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Client Branch & Campus Support Officer
About this role
The role is for a Client Branch & Campus Support Officer at Stanbic IBTC in Lagos, part of a financial services group offering banking and wealth management. It focuses on providing support and monitoring IT infrastructure, including hardware, software, networks and other resources, ensuring reliable and secure operation. The role involves quick resolution of user or system issues, documenting incidents and requests, and maintaining performance against service targets and SLAs. It targets individuals with IT or computer science background who can support IT services across branches and campuses, contributing to project delivery and cost containment. The employer operates a broad range of banking and financial services with a large network of branches and digital platforms across Nigeria.
What you would do
- Provide support and monitoring for IT infrastructure to ensure efficient, reliable, and secure operation.
- Resolve technical problems experienced by users or systems promptly to minimise disruption.
- Document incidents and service requests and adhere to service level agreements for 1st level support.
- Manage incident volumes to keep significant incidents to five per week or fewer.
- Achieve and maintain user satisfaction and survey targets (e.g., IT User Survey score of 7/10, Remedy rating of 3.5/5).
- Ensure closure times are within 90% of agreed SLA for complaints and incidents.
- Maintain service availability at agreed targets.
- Establish a control framework to ensure visibility and reliability of the franchise network.
- Implement timely projects and changes aligned with key business objectives.
- Support IT programme management and incident/problem management processes.
What they are asking for
- BSc in IT, Computer Science or a related field.
- Relevant professional certification is a plus.
- 2-3 years of post-qualification experience in a similar role.
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