Supervisor, IT Support Services at BOTSWANA SAVINGS BANK

Main Purpose of the Job

Responsible for carrying out a range of activities in order to provide first line technical support for the organisation’s IT infrastructure, networks, IT & Cyber Security, systems and applications; thus maximising availability and end user satisfaction.

Core Accountabilities and Responsibilities

1. Act as a Single Point of Contact (SPOC) for the IT department.
2. Have basic insight and understanding of security concepts, desktop support policy, processes and systems in order to provide first line computer, application and network connectivity support.
3. Provide help/service desk services and respond to end user queries and requests for assistance.
4. Ensuring all issues are properly logged and accurately tracked through a ticketing system
5. Provide first line of support for all service requests and system incidents for different systems across the department.
6. Escalating complex issues to technical teams when necessary
7. Documenting problems and resolutions for future reference and contributing to a knowledge base
8. Assisting with the maintenance of support documentation and knowledge bases
9. Collaborating with technical teams and sharing information across the organization by communicating verbally and/or in writing
10. Respond to end user queries and requests for assistance and support.
11. Provide intermediate training to end users on use of hardware and software.
12. Make recommendations for ICT systems and installation up-grades and designs.
13. Respond to emergencies and operate on stand-by to provide timely support to technical issues as required.
14. Respond to emergencies and operate on stand-by to provide timely support to technical issues as required.
15. Maintain logs and records of activities in order to track access, incidents, upgrades, licences, etc.
16. Perform repairs on computer and equipment within areas of competence.
17. Demonstrate reliability, honesty and trustworthiness traits and adhere to ethical standards, frameworks and policies.

Qualifications: Bachelor’s degree in Cyber Security, Computer Science, Information Technology, Information Systems, Management Information system, Mathematics, Statistics or equivalent is strongly preferred. Experience: +2 years’ experience working in an IT environment.
Experience working in a financial environment would be an added advantage Competencies: Analytical thinking and diagnostic skills
Planning, organisation and budget management
Results and business focus
Communication and customer service skills
Proactive and initiative
Ability to work without close supervision
Good Telephone etiquette