Senior IT Service Delivery Officer  (Incident & Request Management)

Duty Station: Addis Ababa

DB/ Vacancy-0003/23

Job Summary       

•  The Senior IT Service Desk Officer is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. He /she is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The job holder is responsible for operating the service desk within the Bank’s ICT shared service and be the customer service champion. 

Job Requirements

Academic & Professional Qualification

• Bachelor’s Degree in Information Technology, Computer Science, Computer Information System or any other equivalent field.

• Professional ICT qualifications such as ITIL is an added advantage.

Experience

•  At least five (5) years of IT service delivery management.

Behavioral Competency

•  Interpersonal and cross-cultural skills, including ability to build collaborative relationships with sensitivity to diversity/inclusion.

•  Creativity and innovation skills.

•  Action oriented.

•  Quality focus and attention to detail.

•  Professionalism and integrity in line with Dashen Bank values.

•  Good oral and written communication skills.

•  Critical and analytical thinking and problem solving skills.

•  Personal motivation and drive exhibited through commitment to hard work, continuous improvement and achievement of goals.

•  Good customer relationship management skills (internal and external customers).

•  Risk awareness and focus - demonstrates understanding of risk management practices, standards and regulatory requirements.

Required Technical Competency

•  Experience in Service Management.

•  Service Management or Support in a diverse environment of incident management, escalation procedures and related disciplines.

•  Expert knowledge of ITIL disciplines.

•  Excellent customer facing/customer service skills.

•  Able to work under pressure and meet deadlines.

•  Excellent knowledge of Word, Excel, Outlook and other office applications

How to Apply

1. Interested and qualified applicants should apply through 

CLICK HERE

2.   Applicants should fill all the details on the vacancy application form and make sure you submit after completing all the questions.

3.   Finally, please scan all relevant credentials (Uploading relevant credentials that verifies educational qualification, work experience licenses, certifications …. etc which are stated on the application form /CV).

3. Login to ethiojobs vacancy application website and attach the scanned documents in PDF format (*mandatory).

NB. *Applicants who do not have ethiojobs account need to register using personal email account,

      *CV‘s shall not be more than 3 pages and saved in PDF format (mandatory

NB: - Dashen Bank does not charge a fee at any stage of the recruitment process. Hence, if you are asked for any please refuse.

·         Female applicants are highly encouraged to apply