An exciting and challenging career opportunity has arisen within CBZ Holdings for the position of Service Desk Administrator under the Group Information Technology department. If you are willing to join a team of energized and passionate experts, this is a career opening for you.
The role – what we expect from you:
- Provide first-level troubleshooting for IT-related issues, including hardware, software, network, and application problems.
- Accurately log and categorize IT incidents in the service desk system.
- Escalate unresolved issues to higher-level support teams or external vendors as needed.
- Communicate effectively with internal and external clients, providing updates on the status of their incidents and service requests.
- Monitor the status of IT services and systems, identifying and addressing potential issues before they impact clients.
- Generate and distribute regular reports on service desk activities, including metrics on incident resolution times, customer satisfaction, and SLA compliance.
- Identify opportunities for improving service desk processes and procedures, implementing best practices to enhance efficiency and effectiveness.
- Implement measures to protect data integrity and ensure data security throughout the service desk process.
- Collaborate with other IT teams and business units to ensure cohesive and integrated operations.
- Provide regular updates and reports to the Service Level Manager SLA, highlighting key issues, trends, and performance metrics for the service desk.
- Offer input and recommendations to improve overall service desk performance and customer satisfaction.
Qualifications, Skills, and experience Required.
- A Bachelor’s Degree in Information Technology, Computer Science, Business Administration, or a related field.
- 2-4 years of experience in technology support, service management, or related fields, preferably within the financial services sector.
- Proficient in using service management tools and software (e.g., Manage Engine).
- Knowledgeable in technology infrastructure management, ensuring optimal performance and reliability of IT systems.
- Proficient in data analysis tools (e.g., Excel, Tableau, Power BI) to monitor and evaluate the effectiveness of service management processes.
- Skilled in conducting root cause analysis and developing strategies to prevent recurrence.
- Proficient in monitoring IT systems and networks for proactive incident identification.
If you meet the above criteria and wish to be considered, upload your application on the CBZ LinkedIn platform not later than 24 July 2026.
Please note: Only shortlisted candidates will be contacted.