Job Title: IT Support Officer

Department: Information Technology
Reports To: IT Infrastructure Manager
Grade: Band 3
Organization: NCBA Bank PLC

Job Purpose

The IT Support Officer is responsible for providing effective ICT support for the Core Banking Systems and other business applications. The role ensures smooth day-to-day IT operations by offering technical assistance, managing incidents and problems, executing Close of Business (COB) activities, and maintaining system stability. The officer works proactively to continuously improve service delivery to both internal and external customers of the bank.

Key Duties and Responsibilities

1. Internal Business Processes (70%)

• Provide day-to-day technical support for core banking and other business systems.
• Execute daily Close of Business (COB) activities according to documented procedures.
• Monitor system performance and ensure stability and availability of IT services.
• Manage IT incidents, service requests, and escalations in line with defined policies, procedures, and SLAs.
• Liaise with third-level support teams and third-party vendors to resolve system faults and bugs within agreed timelines.
• Maintain strong working relationships with internal departments, partners, and service providers.
• Ensure IT operational processes and procedures are properly documented and updated.
• Participate in continuous service improvement initiatives and adoption of new technologies.
• Support business continuity and disaster recovery testing activities.
• Prepare and distribute accurate system performance, availability, and SLA reports.

2. Customer Perspective (10%)

• Ensure compliance with service level standards for response and resolution times.
• Deliver high-quality technical support and effective issue analysis to users.
• Communicate clearly with users regarding incidents, resolutions, and system updates.

3. Financial Perspective (10%)

• Monitor IT system components to prevent failures and reduce downtime.
• Manage and account for IT assets including computers, workstations, VOIP phones, routers, and switches.
• Support frontline services to minimize system downtime and protect revenue-generating operations.

4. Learning and Growth (10%)

• Engage in continuous learning through e-learning, internal, and external training programs.
• Adhere to the bank’s leave policy and professional conduct standards.
• Uphold NCBA Bank values and ethical standards at all times.

Decision-Making Authority

• Make operational decisions related to day-to-day IT support incidents.
• Prioritize incidents and determine whether to resolve, escalate, or engage vendors.
• Recommend improvements and changes to IT systems and processes based on analysis and best practices.

Stakeholder Engagement

• Internal: All NCBA Bank departments and Group IT teams.
• External: Regulators (BNR, RURA), customers, and system vendors.

Decision Making Authority / Mandates / Constraints

The decisions the position holder is empowered to make (Indicate if it is Operational, Managerial or Strategic). Please also highlight any budgetary control responsibility if applicable for the role.

• Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Determining the appropriate software, procedures and resolution steps required to provide specific long term solutions.

Work cycle and impact: time horizon and nature of impact (Planning)

(e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1 month – 3 months, 3–6 months, 6–12 months, above 1 year)

Long term planning –

• 1 to 2 years – Career path objectives
• Service Delivery Strategy (1 – 2 Years)
• System and hardware Upgrades

Short term planning –

• One week to six months – Troubleshooting, Analysis and delivery of Solutions to issues.
• Scheduling for implementation of changes.
• Resource allocation and management of work volumes.

Ideal Job Specifications

• A Bachelor’s degree in Computer Science, Information Technology or related field.
• Minimum 3 years’ experience with 2 years in an IT service support, systems analyst or service management role within a large highly digitized organization managing mission critical systems.
• Minimum 3 years working experience in a busy IT environment as a systems analyst with hands on role in enterprise database management, application management and relational database design.
• Support of the bank’s systems and a certification or recognized approved training in the same would be an added advantage.
• ITIL Foundation certificate.
• One or more IT certifications such as in Microsoft systems, UNIX or Oracle will be an added advantage.
• Good understanding of the financial services and how IT contributes to the success of the financial institutions.
• Sound knowledge of Information technology and related support architectures.

Technical Competencies

• Technical skills to effectively perform ICT support activities/tasks in a manner that consistently produces high quality of service.
• Demonstrable track record in the complete systems analysis cycle and relational database design skills.
• Interpersonal skills to effectively communicate with and manage expectations of internal customers and other stakeholders who impact performance.
• Attention to detail, ability to multi-task, good time management skill, prudent prioritization and effective structuring of work assignments.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.
• Team player and able to work with minimum supervision.
• Innovative and enterprising in order to identify and accept change opportunities and effectively forecast impact of change and advice/implement interventions to mitigate risk.
• Highly analytical in problem solving with the ability to apply original and innovative thinking.

Behavioural Competencies

• Confident (Self Mastery). Describes people who are self-assured, in control, bold, and deliver to the highest standards of expectations with ease while exhibiting the sort of presence that builds confidence in others.
• Comfortable (Connecting with people). Describes people who are cool and resilient under pressure, honest in every dealing, open to constructive criticism, can be relied on to deliver.
• Elegant (Effortless delivery). Describes people who demonstrate effortless simplicity and are able to do mundane things with grace and flair. They connect easily with different audiences, exhibit finesse in all interactions and have a high sense of values that they uphold at every turn.
• Prestige (Pride and ownership of our work). Describes people who believe in themselves, are respected and treat others with respect and occupy a significant place in people’s minds.