IT Infrastructure Support Analyst - Absa Bank

This position is responsible for technical support of all convergence end-user technologies used for bank operations. This includes management, maintenance and support for desktops, cloud Software-As-A-Service, corporate mobile user devices, printing, scanners, and other computer peripherals.

Job Description

Accountability: Manage End User Infrastructure Time Split: 40%

Outputs:

• Installation and configuration of scanners, printers, network cards, modems etc. on workstations
• Support and manage Microsoft 365 application and other SaaS application
• Responsible for setting up the entire Desktop environment with needed applications/software or peripherals
• Understand our customers’ needs and pursue the success of our clients, enabling effortless delivery
• Analyse the effectiveness of processes, systems and technologies used in the department and make recommendations for improvements.
• Manage technology changes impacting user desktop environments minimizing risk and exposure.
• Agree targets and take accountability for the overall achievement of performance objectives in the business area in terms of employee satisfaction, customer experience, cost performance, return on investments, risk, compliance, and governance requirements
• Deliver service offerings to users within agreed SLAs (agree annually and measure monthly).
• Undertake setting up and management of users after authorization
• Ensure Group IT standards are adhered to strictly
• Patch and vulnerability management for workstations
• Configure and support PC, mobile and IoT device hardware
• Problem-solving and support for workstations – computers and handheld devices
• System Administration-Managing Users, Groups, Roles and Access Permissions.
• Setting up and monitoring performance monitoring and capacity planning.
• Managing Tasks, Events and Alarms

Accountability: Estate-Wide Monitoring of End User Technologies Time Split: 15 %

Outputs to deliver this accountability:

• Carry out daily ‘health checks’ on the relevant system
• Produce reports providing management information and distribute to relevant audience
• Support all local area networks both at the Head Office and Branches

Accountability: Manage Risk, Controls, and compliance Time Split: 20%

Outputs to deliver this accountability:

• Participate in snap checks as assigned by the team manager
• Ensure compliance with all procedures and controls with respect of the role
• Report all Risk Event that occurs in the respective area
• Together with Risk and Compliance review the key risk and compliance challenges identified in the area and the key areas of concern/surveillance.
• Together with the Risk and Compliance team implement measures to address notable risks and regulatory challenges.
• Implement measures to review the risk and compliance performance of the unit/function regularly and take corrective action.
• Complete all relevant Management Assurance or Risk reports and attestations as required.
• Ensure that processes, control requirements and risk management frameworks that impact the area are documented and understood by all members of the team.
• Work with Absa Internal Audit and Management Assurance during the scoping of audits to ensure fair coverage.
• Own and agree on corrective action items with Internal Audit and Management Assurance for findings related to the functional area under management.
• Arrange issue assurance for closed audit findings.
• Understands all compliance requirements and calls for the area’s Compliance Officer to conduct briefing sessions if gaps are identified.
• Working with managers/professionals in the team, develop Detailed Risk and Control Assessments (DRACA’s) for the function and update at the required intervals (normally quarterly). Complete attestations to testify to the adequacy of controls on request.

Accountability: Drive Service Levels Time Split: 25%

Outputs to deliver this accountability:

• Increase revenue potential for the business by effectively managing service levels of critical applications
• Minimize time-to-resolution (TTR) of business service disruptions through fast real-time root cause analysis that spans complex multi-tiered application environments
• Minimize the cost of IT infrastructure by optimizing delivery and performance of business services
• Implement actions resulting from formalised service reviews (including questionnaires, production reporting, loss event reporting, etc).
• Continuously monitor service levels and implement tactical measures to improve customer satisfaction.
• Build and maintain effective stakeholder relationships within the Bank to understand the business needs and changes in customer needs.
• Participate in Bank-wide forums and governance structures as required or directed.
• Communicate and track the achievement of Service levels (documented in Service Level Agreements) on an ongoing basis and take corrective action as required.
• Manage the operational teams to ensure they deliver reliable services.
• Perform all other duties as reasonably assigned.

Education/Experience Required

Essential

• Diploma or university degree in the field of computer science and/or equivalent professional certification
• Experienced working knowledge with Windows 10 OS
• At least 2 + years’ experience in developing, implementing/integrating a standard desktop build, in a sizeable organisation which provides a functional and serviceable platform for the business, across multiple hardware and software platforms.
• Exposure to the Banking/ ICT Industry
• A thorough understanding of technology strategic issues in the banking or financial services sector
• ITIL Service Delivery experience
• Communicate effectively with business analysts, project leadership, architects, developers, and others across the organization
• Work collaboratively across the business and IT communities by working cooperatively with others to accomplish department and project objectives
• Be a team player who exhibits critical thinking and confidence and has credibility across the project team
• Knowledge of Thin/Slim client technologies, Desktop hardware and associated peripherals
• Experience with multiple printing platforms, with preference given to Xerox

Preferred

• Microsoft 365 Certification: Fundamentals
• A+ (CompTIA)
• Experience with Exchange 2016 or Exchange 2019 on a server
• ITIL v3 Certification
• Knowledge of Microsoft Endpoint Configuration Manager (MECM) (formerly SCCM)

Knowledge & Skills

• In-depth knowledge of Absa Network Policies and other system governance frameworks, standards, and guidelines
• An understanding of the bank’s project management methodologies.
• Support basic IT infrastructure and networking (Solid)
• Demonstrate baseline security skills for IT support professionals and patch management (Solid)
• Configure device operating systems, including Windows 10, Android and iOS and administer client-based as well as cloud-based (SaaS) software
• Troubleshooting and problem-solving skills in core services and support challenges while applying best practices for documentation, change management, and scripting.
• Configure and support PC, mobile and IoT device hardware
• Implement basic data backup and recovery methods and apply data storage and management best practices
• Communication Skills (Written and Verbal) (Solid)
• Understand the IT service delivery within a corporate environment (Advanced)
• Conceptual thinking skills (Solid)
• Ability to analyse, make decisions and initiate acts (Solid)

Competencies

• Delivering results and meeting customer expectations
• Adapting and responding to change
• Working with people
• Planning and organising
• Deciding and initiating action
• Applying expertise and technology
• Leading and supervising
• Deciding and initiating action