• Application Deadline: Mon, 1 Aug 2022 00:00:00 GMT
• Position: IT & Operations Support Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 - 5 years


• Location Lagos


• Job Field ICT / Computer 
  

The Role

• As the IT & Operations Support, you are the first contact for both external and internal customers


• You are saddled with the responsibility of ensuring that our customers receive prompt and professional support experiences anytime they contact Mkobo


• This will include taking ownership of issues and liaising with other teams to troubleshoot and help resolve them


• You will also have the additional responsibility of supporting the team with their IT issues.

Responsibilities

Customer Support:

• Provide seamless customer experience to our customers


• Engage and build customer loyalty by going the extra mile to ensure our customers achieve their goals with our products.


• Respond to customers' requests via email, phone, and other digital channels


• Interface with internal stakeholders to ensure an effective resolution process for customers/stakeholders


• Maintain knowledge of all our products, services, and customer service policies


• Ensure all customer interactions are documented on the helpdesk management tool


• Explain simply and clearly in response to customer questions and ensure it understood by the Customer


• Recommend new services/solutions and/or make suggestions for improvements by identifying relevant features and benefits


• Provide support and training to new customers during the onboarding process


• Interface with other teams in order to help resolve customer issues in a timely manner


• Escalate issues that cannot be resolved on first call resolution(FCR) to the backend and follow up on a resolution.

IT Support:

• Ensure all IT assets are accounted for and in good working order at all times


• Log and monitor service requests from both internal and external Customers until resolved


• Provide IT support to internal staff to include hardware, software, and application support


• Maintain and ensure up-to-date disaster recovery plan


• Liaise with 3rd party IT vendors for the support and maintenance of systems.


• Installing and configuring computer hardware, software, systems, networks, printers, and scanners and monitoring and maintaining computer systems and networks


• Onboarding and off-boarding Employees as requested and ensuring new staff has access to the right applications for their job.

Requirements

• Interested candidates should possess a Bachelor's Degree in relevant fields with 3 - 5 years work experience.

Skills: 

• Communication


• Critical thinking 


• Problem-solving 


• Banking operations.