IT Client Support Officer at ICS Outsourcing Limited

ICS Outsourcing is Nigeria’s pioneer Human Resource Outsourcing Company. We are on a mission to provide world-class human resource solutions, using experts while creating value for our shareholders and opportunities in the community. Our vision is to be the most valuable Business Support Solutions Partner to our Clients throughout Africa and beyond.

We are recruiting to fill the position below:

Job Title: IT Client Support Officer

Location: Port Harcourt, Rivers
Employment Type: Full-time
Job Function: Information Technology

Job Description

• To provide an operational User, Branch Support & Rollout (UBSR) structure to ensure that general IT problem in the branches and regions are resolved promptly and efficiently.
• The operational support includes first & second level support on user’s workstations, file/print servers, IT peripherals, SCCM servers, LANs and communication equipment.
• Ensuring that all incidents are responded to, actioned and resolved within the required MTTR in the SLAs. Also ensure that calls and problems are escalated and communicated to the required support area and user for prompt attention.
• Provide high level competency with regard to ensuring that users are optimally satisfied with the use and access of the bank’s IT services/applications in the daily discharge of their responsibilities.
• Uptime of SCCM servers and patching of all laptops and Desktops

Key Responsibilities
Output group 1:

• Improve customer experience

Outputs and measures:

• Achieve a minimum annual Business Survey (i.e ISS) rating of 8 out of 10
• Ensure not more than 5 significant incidents occur every week
• Achieve an IT User Survey score of 7 out of 10
• Ensure closure time within 90% of agreed SLA for significant and general complaints
• Ensure service availability meets agreed targets
• Achieve a Remedy satisfaction survey rating of 3.5 out of 5

Output group 2:

• Develop a cost containment culture

Outputs and measures:

• License & Maintenance
• Staff Printing

Output group 3:

• Establish a control framework that guarantees visibility and reliability of our franchise.

Outputs and measures:

• Satisfactory Audits (Internal & External)
• Resolve exceptions before due dates
• Ensure there is no vulnerability
• Emergency changes should not exceed 10% of total changes
• Successful DR exercises

Output group 4:

• Implement efficient and timely projects and changes to support key business objectives.

Outputs and measures:

• Achieve 80% close out sign offs on pre-agreed deliverables (time, scope, cost) by all relevant stakeholders.
• Score 90% on post implementation survey (conducted within a minimum of 3 months after project closure).
• Respond within 24hours to engage relevant parties once a work request is raised.

Qualifications

• Interested candidates should possess an HND or Bachelor’s Degree with 2-10 years experience.

Remuneration
Very attractive.

Application Closing Date
16th November, 2023.