Help Desk Officer

About Afghanistan International Bank

Afghanistan International Bank (Incorporated in March 2004) is the first private bank in the country promoted by Asian Development Bank (ADB) and some of the prominent business houses of the country headquartered at Kabul. Within 15 years of commencing business the Bank has grown rapidly throughout the country. AIB believes in developing its people through continuous investment in training and giving larger opportunities to those who grow with the bank. With professional management team ensuring high standards of corporate governance and a professional work environment where every manager is committed to train and develop his people is what makes AIB an employer of choice.

Job Summary

To serve as a point of contact between IT services being provided, and the users by managing service requests, incidents, handling communication through executing the first line case & incident management, access management and request fulfilment processes.

Duties & Responsibilities

·        Logging all relevant incident/service request details, allocating categorization and prioritization.

·        Providing first-line investigation and diagnosis.

·        User Access provisioning.

·        Coordination of the incident management process, in particular whenever there are major incidents, reviewing incident data to analyse assigned problems.

·        Escalating incidents/service requests that they cannot resolve within agreed timescales.

·        Closing all resolved incidents, requests and other calls

·        Conducting customer/user satisfaction call-backs/surveys.

·        Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.

·        Liaise with all other IT service functions to make sure that services are maintained.

·        Manage the day-to-day service delivery

·        Coordinate Change Management, plan and schedule the testing and deployment of releases.

·        Pass on any feedback or suggestions by users to the appropriate internal team.

·        Identify and suggest possible improvements on procedures.

Job Requirements

Minimum Bachelor Degree in Computer Science.

Submission Guideline

Important Application Information:

AIB is committed to a diverse workforce and encourage all eligible local applicants, irrespective of gender, disability, culture, religious and ethnic backgrounds to apply.

External Applicants need to visit jobs.af website and apply online through the site.

Failure to comply with above guidelines or sharing incomplete information will lead to disqualification of your application.

Short-listed candidates whose applications respond to the above criteria will be contacted for written test and interview. If you did not receive a response within two weeks after closing date, it means you are not shortlisted

We are highly encouraging qualified and eligible disable candidates to apply.

Afghanistan International Bank (AIB) is an Equal Opportunity Employer

Functional Area

Information Technology

Countries

Apply Now