Applications are invited from suitably qualified, experienced, self-motivated and enthusiastic candidates to take up the position of IT HelpDesk Officer in our IT Department.

Job Purpose

Reporting to the IT Manager, the IT HelpDesk Officer will serve as a first point of contact for IT-related incidents and service requests ensuring timely restoration of IT services in line with the bank’s ICT service management standards.

Key Responsibilities

• Serve as the first point of contact for all IT-related incidents and service requests.
• Log, categorize, assign, and track incidents using the ITSM tool.
• Escalate unresolved incidents to second- or third-line support teams following defined SLAs.
• Support onboarding of new staff by setting up accounts, email, and access permissions.
• Perform user management on the bank’s systems.
• Maintain accurate records of issues, resolutions, assets, and feedback.
• Prepare service performance reports and recommend improvements.
• Ensure adherence to IT security, change management, and audit procedures.
• Conduct basic user training and awareness on ICT best practices and security.

Qualifications, Experience, and Skills / Competencies

• Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or related field.
• CompTIA A+, N+, Microsoft support certifications, or equivalent are an added advantage.
• ITIL Foundation.
• Minimum of 3 years’ experience in IT helpdesk, technical support, or service desk operations.

Applications for the Position

Email applications (cover letter and CV in one PDF) to: recruitment@centenarybank.co.mw

Only shortlisted applicants will be acknowledged.