Officer, IT Service Desk at Stanbic IBTC

Job Description

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Company: Stanbic IBTC Holdings PLC
Location: Nigeria
Employment Type: Full-Time

Stanbic IBTC Holdings PLC is a trusted financial institution and a member of the Standard Bank Group, offering innovative banking and financial services across Nigeria.

The bank is seeking qualified candidates to fill the role of Officer, IT Service Desk.

Job Description

The IT Service Desk Officer will serve as the first point of contact for technical support, ensuring timely resolution of incidents and service requests while maintaining high customer satisfaction.

Key Responsibilities

• Provide first-line technical investigation and problem diagnosis
• Respond to user inquiries via phone, email, chat, or in person
• Resolve incidents and service requests at first contact when possible
• Guide users through troubleshooting steps
• Escalate unresolved issues within agreed timelines
• Close resolved tickets and maintain accurate service records
• Perform trend analysis and prepare service desk reports

Qualifications

• BSc in Computer Science or a related discipline
• ITIL v4 Foundation Certification
• Proficiency in Microsoft Word, Excel, and PowerPoint

Experience & Skills

• Minimum of 2 years experience in IT support or service desk operations
• Strong communication and customer service skills
• Ability to explain technical issues clearly to non-technical users