IT Service Officer (Banking, Insurance & Financial Industry)

About the role

This full-time position in Accra involves managing the delivery of IT services to clients in the banking, insurance and financial industry, coordinating between teams and making sure IT needs are met efficiently. The role is not customer-facing, unlike contact centre positions. The ideal candidate has a strong technical background, excellent customer service skills and a good understanding of IT service management best practices.

Key responsibilities

• Work with the IT Manager to develop and implement IT service strategies and plans.
• Manage and coordinate between various IT teams to ensure efficient service delivery.
• Monitor and analyse IT service performance and implement improvements where necessary.
• Ensure compliance with IT service management best practices and standards.
• Handle customer complaints and escalations.
• Develop and maintain relationships with key stakeholders and clients.
• Provide training and guidance to IT service management team members.
• Prepare reports on IT service delivery and performance.

Required profile

• BSc degree in Computer Science, Information Technology or a related field.
• Proven experience as an IT Service Officer or similar role.
• Certification in IT service management (e.g. ITIL) is a plus.

Required skills

• Strong knowledge of IT service management best practices and standards.
• Excellent customer service and communication skills.
• Leadership and team management skills.
• Good problem-solving and decision-making skills.