Service Desk Administrator

Position

Company
NMB Bank Plc

Location
Head Office, Hq

Job Purpose

To provide first line technical support to internal staff including branches and Head Office departments on the problems pertaining to the system use and all other banking operations issues during operation.

Main Responsibilities

Perform moderator roles and monitor our multiple support channels, including Service Desk tool, phone, email, live chat, social media.
Handle routine enquiries and solve basic issues faced by customers by providing detailed support process information and fulfilling user's requests that need IT involvement.
Follow up on any new requests received from our internal customers and transfer to either Incidents or Requests Management team for further processing where required.
Take ownership of user problems, follow up problem status of problems and communicate progress in a timely manner.
Maintain a high degree of customer service for all support queries and adhere to all service management principles.
Solve frequently occurring problems such as knowledge issues and aid users in the use of multiple applications used at Branches and Head Office.
Work with System Development team and understand the new products and systems and ensure the right support is provided throughout the transition period.
Educate system users on how to solve minor operational problems.

Knowledge and Skills

Strong operational knowledge of Core Banking Systems
Familiarity with development tools such as Visual Studio and programming languages (Java, C, .NET, PHP, etc.)
Basic technical knowledge, including coding and DevOps practices
Good understanding of Bank products and their end-to-end processes
Exceptional customer service orientation
Understanding programming and scripting languages including PL/SQL, XML, XSLT, HTML, and CSS
Exposure to operating systems such as Windows Server, Red Hat Enterprise Linux (RHEL), or IBM AIX
Ability to explain solutions to users who do not have a technical background
Problem solving skills
Team collaboration skills
Excellent written and spoken communication skills

Qualifications and Experience

Bachelor's degree in computer science or related discipline
Excellent technical and computer skills
Software development experience will be an added advantage
At least 2 years working experience in Banking or Telecommunications environment, preferably in Service Desk or Contact Centre
Incident management experience
Experience in systems development
NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
Female candidates and people living with disabilities are strongly encouraged to apply for this position.
NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
Only shortlisted candidates will be contacted.

Application Dates
Open: April 29, 2026
Close: May 13, 2026

Open Careers Portal