Level 2 Support Officer
HFC Limited, the banking and property finance subsidiary of HF Group, has an exciting opportunity in our ICT Department. We are seeking a talented, dynamic, self-driven and results-oriented individual who is committed to performance, excellence, and participating in our growth strategy.
The purpose of this role is to deliver ICT support to all Banking systems by providing technical assistance, analysis and solutions to issues reported, generation of reports and administration services in a manner that ensures that all customer information is secure and the pertinent Service Level Agreements measures are consistently attained – so as to support and contribute to the bank’s strategic objectives now and in the future.
Deadline: 2025-04-25
Category: ICT
Subsidiary: HFC
Principle Accountabilities
- Execute and monitor tasks and programs as outlined in the appropriate task schedules.
- Troubleshoot and analyse problems and either solve them or correctly escalate to the appropriate analyst or vendor without undue delay and coordinate the resolution.
- Speedy closure of the issues and problems assigned to the analyst with pro-active prioritization and feedback.
- Maintaining Data Integrity and security in accordance with banking compliance standards.
- Plan and put into action long-range solutions for resolving recurring difficulties with minimum user disruption – educate users to resolve simple recurring problems themselves while promoting best practices.
- Updating and maintaining technical documentation, FAQs and support procedures.
- Install and perform minor repairs to software following the genuine installation or repair instructions.
- Ensure minimal disruption to business during maintenance or upgrade activities. ▪ Managing administrative ICT Services.
- Assist in Inventory Management, Software Licensing and receipt of software, hardware, stationery and other IT supplies.
- Help enhance the relationship with vendors in conjunction with the corporate leadership.
- Prepare status reports and monitor, analyse and evaluate the performance of various systems.
- Identify performance degradation trends and problem areas and actively participate in resolution.
- Participate in the implementation of IT-related policies and undertake other tasks as may be assigned from time to time by the seniors in the bank’s IT function.
- Avail all scheduled reports and generate ad-hoc reports as requested by the business users.
- Work closely with other IT teams to ensure systems are integrated correctly to provide the required services.
- Man the Service desk and assign tickets to respective technicians as applicable.
- Continuous improvement initiatives to enhance response and resolution times.
Key Competencies and Skills
General Competencies
- Quickly resolving issues.
- Attention to Detail in report generation and issue resolution.
- Clear and effective communication skills.
- Customer Focus.
- Adaptability and Learning Agility.
- Collaboration and Teamwork.
- Ethics and Integrity.
- Analytical Thinking.
- Effective organizational skills.
Technical Competencies
- Strong understanding of core banking systems.
- Familiarity with system architecture, integrations and common failure points.
- Ability to diagnose, analyse and resolve escalated issues within the agreed timelines.
- Proficiency with the ticketing system.
- Technical Documentation.
- Ability to support testing and deployment of software changes in coordination with ICT teams.
- Customer Service & Communication.
- Ability to prepare accurate and clear documentation for system issues and resolutions.
Minimum Qualifications, Knowledge and Experience
Academic & Professional Qualifications
- Bachelor’s Degree in Information Technology, Computer Science, or a related field.
- Professional Certifications such as ITIL, COBIT, Oracle, Ms SQL
Experience
- A minimum of 1 year working experience in a busy IT environment as a system analyst with hands on role in application administration.
- Experience in providing support for systems applications, and associated technologies.
