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Helpdesk Officer

Rating: 
Average: 4.2 (60 votes)
Sector: 
Banking

AB BANK Rwanda Plc has been operating in Rwanda since January 2014. It is a member of an international network of commercial banks providing banking services to micro, small and medium-sized enterprises and private individuals in Africa, Asia, and Latin America.

Helpdesk Officer

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AB Bank Rwanda Plc

AB BANK Rwanda Plc has been operating in Rwanda since January 2014. It is a member of an international network of commercial banks providing banking services to micro, small and medium-sized enterprises and private individuals in Africa, Asia, and Latin America.

Website: http://www.abbank.rw

AB BANK Rwanda Plc. is looking for qualified and competent staff to fill the position of Helpdesk Officer.

The Helpdesk Officer will be responsible for help desk management and/or user support management, hardware maintenance and repair, and anticipating, identifying, and promptly addressing tasks and issues that arise in their area of responsibility. S/he will need to ensure that their manager is aware of these tasks and issues.

Job Title:  IT Helpdesk Officer     

Location: Kigali

Employment status: Full-Time                                                        

Contract type: Open- ended

Reports to: Head of IT

Deadline: Wednesday, December 8, 2021

Key duties & responsibilities

  1. Help desk Management/ User support management:
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware (printers’ issues, MS office issues, OS issues, basic network issues), respond to user requests made to IT department, and ensure that  work orders are assigned to the appropriate IT professional.
  • Oversee IT Department equipment requisitions, purchases, invoices, shipment coordination, tracking, and receipt.
  • Coordinate physical hardware inventory tracking and reporting for security, insurance and accounting compliance for all ABR owned equipment.
  • Maintain and manage software licenses and contracts to ensure ABR is in compliance with each manufacturer’s terms and conditions.
  • Ensure a standard response to emergency requests and adhere to those specified in the ABR’s IT Dept Procedures.
  • Coordinate procurement of user equipment, i.e. Laptop, PC, printers, etc.
  • Provide one-on-one training to new and existing users on system functionality, including Outlook, copy scanning and emailing, banner printing, file and directory assignments, Call Manager, etc.
  • Provide group training to ABR staff as needed and coordinate Microsoft self-paced learning sessions.
  • Coordinate internal and/or outsourced resources to resolve requests, ensuring a cost-effective and timely resolution to ABR’s helpdesk.
  • Provide  on-site support at ABR when needed
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  1. Hardware maintenance and Repair
  • Maintenance, troubleshooting of IT equipment such as computer desktop, laptop, servers, all in one printers (Printer, photocopy & scanner options), UPS, scanners
  • Maintenance and troubleshooting and repaire of money counting machine and money detector
  • Maintenance of electricity in all Branches & HO
  • Other duties may be added and/or assigned as needed

Required knowledge and experience

  • At least 1-3 years professional experience in technology support operations including experience in troubleshooting both hardware and operating systems, and supporting computer applications.
  • Demonstrate knowledge of Electronic & Electricity
  • Demonstrate knowledge of CCTV camera management
  • Demonstrate knowledge of Fingerprint system management
  • Excellent analytical skills including the ability to effectively communicate technical information to non-technical users.
  • Must be proactive and have the ability to work both independently and collaboratively with colleagues and end users.
  • Ability to communicate effectively both in writing and orally in English.
  • Willingness to travel to other bank branches throughout the country for installation and administration of server whenever necessary.
  • Flexibility and operational readiness, willingness to continuous learning new technologies and methodologies.

Results expected to achieve

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware (printers’ issues, MS office issues, OS issues, basic network issues)
  • Coordinate physical hardware inventory tracking and reporting for security, insurance and accounting compliance for all ABR owned equipment.
  • Maintaining regularly IT equipment (PCs, Printers, scanners, UPS) and management of ABR IT Infrastructure.

 Qualification

  • Degree in computer science, Information Technology or related field;
  • 1-2 years in the same position preferably in a financial institution
  • Any IT professional certification is an advantage (a plus)

Interested candidates should send ONLY in one document:

  • Letter of Interest
  • CV
  • Copy of academic qualifications

How to Apply

Interested candidates should send their application file (CV and cover letterall in one document before 8/12/2021 using the "Apply for this job" button below.