IT Service Officer - BRAC Ghana Savings and Loans

BGSL is seeking applications from competent, dynamic and self-motivated individuals to fill the following position: IT Service Officer

PURPOSE

The IT Service Officer is responsible for driving all IT Support Service initiatives in the institution.

MAJOR RESPONSIBILITIES

• 50% reduction of critical/high security risks over time
• Residual risk levels compared to risk appetite
• Risk remediation SLA compliance (e.g., critical risks fixed within 30 days)
• Percentage of vendors with complete security assessments
• Number of high-risk suppliers
• Phishing simulation click-through rate
• User-reported security incidents (increasing = good culture) etc.
• Monitor and support core banking systems, payment platforms, and digital banking channels.
• Troubleshoot system issues and coordinate with vendors when needed.
• Assist with system patching, upgrades, and routine maintenance.
• Monitor system performance and proactively address issues.
• Assist in maintaining a secure and stable IT infrastructure.
• Ensure adherence to information security policies and regulatory guidelines
• Maintain inventory of hardware, software, and licenses.
• Coordinate installation, configuration, and replacement of IT assets.
• Ensure proper documentation of all IT equipment.
• Provide training and guidance to employees on banking systems and IT tools.
• Prepare user guides and quick-reference documents.
• Perform daily health checks, backups, and routine operational tasks.
• Ensure key banking services (USSD, EFT switches, etc.) are running efficiently.
• Promote cybersecurity awareness among staff.
• Liaise with external service providers for issues, maintenance, and projects.
• Collaborate with internal departments to understand and address IT needs.
• Support DR drills and ensure systems can be recovered promptly.
• Assist in maintaining backup systems and ensuring data integrity.
• Participate in planning, testing (UAT/SIT), and implementation of new systems or upgrades.
• Provide technical input to improve processes and enhance service delivery.
• Any other responsibility assigned by the IT Manager, etc.

Safeguarding responsibilities:

• Establish a safeguarding culture across all level of the programme by implementing the safeguarding policy. Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.
• Responsible to ensure team members are appropriately trained, supported and have access to resources regarding issues that are identified and actioned in accordance with the safeguarding policy and procedure.
• Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage others to do so.

Required Skills

EXPERIENCE (Including sector/industry)

• Minimum 3 years of professional experience in IT support, service desk, or technical troubleshooting roles.
• Hands-on experience with hardware and software support, including desktops, laptops, printers, biometric devices, etc.
• Experience in installing, configuring, and maintaining Windows OS, Linux (optional), and enterprise applications, T24 will be an advantage.
• Knowledge of ITIL frameworks (even at a foundational level) is often preferred.
• Experience handling IT projects such as branch setup, system upgrades, or migrations.

KNOWLEDGE, SKILLS & COMPETENCIES

• Server administration (Windows/Linux)
• Virtualization basics (VMware/Hyper-V)
• Basic SQL queries
• Basic ITIL framework (incident, problem, change management)
• Backup and recovery handling
• Effective communication with non-technical users
• CompTIA A+ / Network+
• ITIL Foundation v4
• CCNA (basic networking knowledge)

SPECIFIC EDUCATIONAL/PROFESSIONAL QUALIFICATION

• Degree
• Concentration / Major: Computer Science, Information Technology, or Engineering.

Location: Abuakwa

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