Single Point of Contact (SPOC): Provides the single point of entry for handling ICT customer requests, queries through calls/emails. Categorizes, prioritizes and reassigns requests on the issues tracker; provides first level support and feedback to ensure efficient running of the User administration processes in the bank.
Incident coordination: Ensures incidents logging, manages progress and ensures availability of all diagnostic information. Handles stakeholder feedback in event of a systems high priority incident and coordinates resolutions by ICT Support staff/vendors per SLAs as well as coordination of ICT system issues escalations.
Request fulfilment: Responds to and manages user service requests i.e. access requests, change requests and ensure the proper requests management process is followed through.
System Monitoring: Monitors ICT systems uptime and performance through monitoring tools, alerts, dashboards and monitoring screens, maintains accurate log entries of requests with fault details, contact information, resolution details, and follows up information, and advises user of action taken.
ICT reporting: Prepares all relevant Service performance reports, daily, weekly and monthly status reports on ICT service levels for management’s attention.
Ensure Compliance: Operating in total adherence to all ICT operational process requirements regarding ICT desk services within; Risk, Ethical and Audit Compliance.
Business Continuity: implementing backup and recovery plans and procedures based on industry best practices, managing the security and disaster recovery aspects of a database through planning for backup & recovery of database information, Maintaining archived data as well as restoration of such databases.