IT and Operations Analyst at Mkobo Microfinance Bank Limited

Mkobo Microfinance Bank Limited – We are a young and dynamic CBN licensed MFBank with a vision to promote financial inclusion in Nigeria by leveraging technology. We are currently recruiting dynamic, creative, flexible, and experienced team members with a passion for everything technology and a commitment to add their quota to the success of our vision.

We are recruiting to fill the position below:

Job Title: IT and Operations Analyst

Location: Yaba, Lagos
Employment Type: Full-time

The Role

  • As the IT & Operations Analyst, you are the first contact for both external and internal customers.
  • You are saddled with the responsibility of ensuring that our customers receive prompt and professional support experiences anytime they contact Mkobo.
  • This will include taking ownership of issues and liaising with other teams to troubleshoot and help resolve them.
  • You will also have the additional responsibility of supporting the team with their IT issues.

Responsibilities
Customer Support:

  • Provide seamless customer experience to our customers
  • Engage and build customer loyalty by going the extra mile to ensure our customers achieve their goals with our products.
  • Respond to customers’ requests via email, phone, and other digital channels
  • Explain simply and clearly in response to customer questions and ensure it understood by the Customer
  • Recommend new services/solutions and/or make suggestions for improvements by identifying relevant features and benefits
  • Provide support and training to new customers during the onboarding process
  • Interface with other teams in order to help resolve customer issues in a timely manner
  • Interface with internal stakeholders to ensure effective resolution process for customers/stakeholders
  • Maintain knowledge of all our products, services, and customer service policies
  • Ensure all customer interactions are documented on the helpdesk management tool
  • Escalate issues that cannot be resolved on first call resolution(FCR) to the backend and follow up on a resolution.

IT Support:

  • Ensure all IT assets are accounted for and in good working order at all times
  • Log and monitor service requests from both internal and external Customers until resolved
  • Provide IT support to internal staff to include hardware, software, and application support
  • Maintain and ensure up to date disaster recovery plan
  • Liaise with 3rd party IT vendors for the support and maintenance of systems.
  • Installing and configuring computer hardware, software, systems, networks, printers, and scanners and monitoring and maintaining computer systems and networks
  • Onboarding and off-boarding Employees as requested and ensuring new staff has access to the right applications for their job.

Qualifications

  • Minimum of a Bachelor’s Degree ideally in a technical discipline (Computer Science or Engineering)
  • Minimum of 2 years experience in a similar role
  • Previous IT Support and customer service experience is a plus
  • Good command of written and verbal English
  • Familiarity with any (CRM) system
  • Ability to understand and explain complex concepts in a clear, simple manner to customers
  • Excellent organizational and multitasking skills
  • Ability to maintain a calm and polite manner in stressful situations
  • Passion for delivering amazing customer experience
  • Good time management skills and ability to work under pressure.
  • Certifications in Microsoft products or other technical certification will be beneficial

Salary
N100,000 monthly gross.

How to Apply
Interested and qualified candidates should:
Click here to apply

 

Application Deadline 9th July, 2021.

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