Network & System Monitoring: Continuously monitor network and system infrastructure to detect and address anomalies, ensuring uninterrupted service delivery.
Customer Channels Service Monitoring: Oversee service channels, such as the NSSFGo app and web portal, to promptly identify and address issues affecting external customers, including OTP and performance problems.
Application Services Monitoring: Monitor all critical application services across the organization, identifying warning and critical alerts, and escalate them to specialized teams for timely resolution.
Access Management: Manage user access to core applications (e.g., PAS, CRM, JDE, Smartlife), including assignment and revocation of permissions, in line with the approved access procedures to ensure security and compliance.
Asset Management: Oversee the issuance, auditing, and return of electronic assets. Manage hardware loan requests and ensure all assets are properly tracked and accounted for, minimizing losses and ensuring availability.
Issue Resolution: Act as the first point of contact for IT-related issues, providing initial diagnosis and resolution. Escalate unresolved issues to higher-level support or specialists, ensuring timely and effective solutions.
Ticket Management: Manage and prioritize incoming support requests through the ticketing system, ensuring timely and accurate updates on the status of each issue until resolution.
Troubleshooting: Perform troubleshooting for common IT issues, including software issues, password resets, printer issues, and connectivity problems. Escalate unresolved issues to second or third-line support as needed.
Customer Support & Engagement: Serve as a relationship manager for designated branches, ensuring prompt follow-up on long-standing issues. Collaborate with IT champions within the branches to foster a proactive and customer-centric support environment