Deadline – Not SPecified

Ref No: 2000001H
Location: Lagos
Job: FBN Gen. Job Family
Organization: Technology And Services
Schedule: Regular
Shift: Standard
Job Type: Full-time
Grade Range – From : Assistant Manager  Grade Range – To : Manager

Job Objective(s)

  • Provide adequate first level support to users of computers, peripherals, networks and office automation systems
  • Monitor performance against agreed Service Level Agreements (SLA’s)

Duties & Responsibilities

  • Perform daily service desk operations such as  logging and capturing of user’s requests and providing first level incident and problem solving support
  • Escalate issues for resolution at appropriate levels
  • Monitor and track incidents reported to the service desk to the point of resolution
  • Provide first level technical support for users across applications and systems; understand user problems / questions, identify root causes, providing solutions where appropriate, refer unresolved items to appropriate second level support team
  • Assist effort to define service levels for each of the services in the IT service catalogue (SLAs, OLAs, etc.)
  • Enforce IT service desk policies and procedures are enforced and adhered to
  • Assist with management of the Incident / problem database
  • Continuously monitor and report service levels to ensure responsiveness of IT to business

Job Requirements


Minimum of a first degree or its equivalent in a business /IT related discipline
Masters, MBA or a recognized professional certification will be an added advantage


4+ years of experience  in an IT services/ operations function

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About First Bank

First Bank of Nigeria Limited (First Bank) is Nigeria's largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, First Bank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBN Bank DRC, FBN Bank Ghana, FBN Bank Gambia, FBN Bank Guinea, FBN Bank Sierra-Leone and FBN Bank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi.