IT Service Desk / Support Analyst – Head Office

Employer: NMB Bank Plc
Location: Head Office, Tanzania
Job Opening Date: 29 April 2026
Closing Date: 13 May 2026
Employment Type: Full-Time

Main Responsibilities

1. Service Desk & Customer Support

Monitor and manage multiple support channels (Service Desk system, phone, email, live chat, social media)
Handle routine IT-related inquiries from internal users
Provide clear support procedures and resolve basic technical issues

2. Incident & Request Management

Log and track user requests and incidents
Escalate issues to appropriate technical teams (Incidents/Requests Management)
Ensure timely follow-up and resolution updates to users

3. User Support & Communication

Take ownership of reported problems and ensure continuous follow-up
Communicate progress updates clearly and on time
Maintain high standards of customer service

4. Application & System Support

Assist users with common system and application issues
Support use of banking systems at branches and head office
Educate users on resolving minor operational problems

5. System & Development Collaboration

Work with the System Development team on new products and system rollouts
Support users during system transition phases
Understand new system features to improve support quality

Knowledge & Skills Required

Technical Skills

Strong knowledge of Core Banking Systems
Familiarity with:
- Visual Studio
- Java, C, .NET, PHP
Understanding of:
- PL/SQL, XML, XSLT, HTML, CSS
Exposure to operating systems:
- Windows Server
- Red Hat Enterprise Linux (RHEL)
- IBM AIX
Basic DevOps and scripting knowledge

Professional Skills

Strong customer service orientation
Problem-solving and analytical skills
Ability to explain technical issues in simple terms
Team collaboration and communication skills
Incident management experience

Qualifications & Experience

Bachelor’s Degree in:
- Computer Science or related field
Minimum 2 years’ experience in:
- Banking or Telecommunications environment
- Service Desk / Contact Centre / IT Support role
Software development experience is an added advantage

Additional Information

Female candidates and persons with disabilities are strongly encouraged to apply
NMB Bank Plc does not charge any recruitment fees
Only shortlisted candidates will be contacted

Employer Focus

This role is ideal for someone with a mix of:

IT support / service desk experience
Basic software development understanding
Strong customer service skills in a banking environment

How to Apply:

To submit your application, please follow the link provided below.

CLICK HERE TO APPLY

To apply for this job please visit careers.nmbbank.co.tz.

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