Jobs

IT & Operations Analyst at Mkobo Microfinance Bank

MKOBO is 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 & Operations Analyst

Location: 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.
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
Escalate issues that cannot be resolved on first call resolution(FCR) to the backend and follow up on a resolution.
Respond to customers' requests via email, phone, and other digital channels
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

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
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.
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.

Qualifications

Minimum of a Bachelor's Degree ideally in a technical discipline (Computer Science or Engineering)
Certifications in Microsoft products or other technical certification will be beneficial
Minimum of 2 years experience in a similar role
Excellent organisational 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.
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