Bank-e-Millie Afghan (BMA) was the first financial institution established in Afghanistan in 1933. Similarly, it was the first financial institution established in a public-private partnership set up with 72% share held by the private sector. As a first bank in Afghanistan, BMA introduced formal banking services to the people and government of Afghanistan. Since then, the banks competitive strength and ongoing market leadership philosophy lays in its strong capital base and proven trustworthiness.
In 1976, it was fully nationalized by the government of Afghanistan. Since its establishment, BMA is a leading banking in providing modern and secure banking services. Securing depositors' funds is the top priority of the bank. At the same time, the bank is contributing considerably to the development of manufacturing, agriculture, services, and international trade in the country. BMA is operating based on strong corporate governance principles, financial risk management, and strict compliance to keep its credibility and trust. BMA has 16 city branches in Kabul and 22 provincial branches and equity investments in USA and England.

The Help Desk Supervisor’s role is to oversee the entire Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Help Desk Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.

Key Duties & Responsibilities:

1. Helpdesk Supervisor will provide daily supervision and direction to the IT helpdesk technical team.
2. Will monitor all IT support technician activities and provide assistance based on best practices and tactics.
3. Assist in implementation plans to provide a higher level of end user support.
4. Monitor and management of IT Support ticketing system and also assign the tickets to IT support officers.
5. Answer all user calls and emails requesting support, and follow of each task till its completion.
6. Schedule and document all tasks in proper way based on importance and priorities.
7. Handle high priority IT incidents to provide satisfactory resolution.   
8. Troubleshooting of all IT related equipment (PCs, Printer, Scanner, Copier, etc.….), as well as solving daily created problems of the regional office networking system.
9. Ensure that all BMA IT equipment is maintained and functioning properly.
10. The IT Helpdesk supervisor will also help and work in network design/plan for the expansion or enhancement of the network infrastructure.
11. The Helpdesk supervisor is responsible to provide the required technical specifications for the proposal created by each department.
12. Helpdesk Supervisor is responsible to coordinate with Services department for providing IT technical specifications.
13. Helpdesk Supervisor is responsible to assist and train the city and provincial branches IT/WU Assistants.
14. Helpdesk Supervisor is responsible to constantly update the IT inventories
15. Provide Report on daily, weekly and monthly bases to the line manager.
16. Perform any other task assigned by the line manager.

• Bachelor or higher degree in computer science or Information Technology.
• Should have online CCNA, MCSE , A+ and Network+ Certifications.
• Minimum 5 years of experience in Helpdesk management or IT related positions.
• Strong knowledge of IT equipment’s technical specifications.
• Strong technical aptitude and ability to research & solve complex issues independently. 
• Willingness and ability to learn new skills and apply them as needed.
• Ability to effectively communicate issues and resolutions to all levels of the organization.
• Ability to maintain confidentiality of internal information.

You should apply electronically by sending your CV and a one-page covering letter explaining your interest and suitability for the position to E-mail given below. 

PLEASE SPECIFY THE POSITION NAME & VACANCY NUMBER IN THE SUBJECT LINE OF YOUR E-MAIL. 

PLEASE NOTE:

1. APPLICATIONS RECEIVED AFTER THE DEADLINE WILL NOT BE CONSIDERED.
2. ONLY SHORT-LISTED CANDIDATES WILL BE CONTACTED.