Client Services Officer

JOB PURPOSE

Under the direction of the Senior Client Services Officer, the Client Services Officer is responsible for:

• Providing a single point of end-user contact for all JSWIFT related problems and inquiries regarding IT services and Information Systems, and to ensure that end users are receiving the appropriate assistance with high levels of customer service.

KEY RESPONSIBILITIES

Technical/Professional Responsibilities

• To provide general information, technical and operational support directly to internal and external end-users.
• To troubleshoot problems referred by internal and external end-users.
• To identify and report any suspected system faults.
• To keep proper records of all request made.
• To assign end-users to the various systems as desired
• To ensure that all end-users are knowledgeable about policies, procedures and documentation requirements.
• Collect, organise and maintain a problem and solutions log for use by other Customer service analyst.
• To liaise with System Administrators, Hardware Engineers, DBA, Programmer in an attempt to resolve end-users problem.
• Participate in the redesign of applications and other software
• To do necessary follow up and report outstanding problems in a timely manner.
• Maintain an ICT Service Management system with records, and produce ICT service management reporting.
• See to the timely resolution of all ICT incidents and channel recovery efforts to ensure closer of incidents.
• Provide first line assistance to users, escalate and assign incidents to other ICT support functions, Inform users (e.g., status updates).
• Escalating all problems not resolved in the targeted SLA response times.
• Assists in coordinating the resolution of workstation, technical, computer operations equipment problems, applications/software systems and operations equipment problems.
• Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion.
• Informing users whenever there is a problem with the systems, which would affect their availability to users in the time specified. Whenever the problem is resolved, the Center will undertake to advise the users accordingly.
• Liaise with external ICT suppliers; assist in delivery of ICT operational support services through the Service Desk management mechanism.

Customer Service Responsibilities

• Maintains customer service principles, standards and measurements;
• Identifies and incorporates the interests and needs of customers in business process design;
• Ensures critical success factors are identified and meets expectations.

Other Responsibilities

• Performs all other duties and functions as may be required from time to time.

REQUIRED COMPETENCIES

Core

• Excellent interpersonal skills
• Excellent technical written and verbal skills
• Excellent judgment, analytical skills and the ability to assess information; understand its potential meaning and make appropriate linkages
• Strong planning and organizing skills
• Ability to quickly assimilate data and surrounding circumstances, understand what it might mean and draw conclusions to inform further questions / activities.
• High levels of confidentiality, integrity, and honesty.

Technical

• Expert knowledge of laws and regulations governing Customs in Jamaica
• Detailed knowledge of Customs policies, procedures and controls
• Thorough knowledge and understanding of the principles of Intelligence and Risk Assessment
• Good knowledge of international best practices in the areas of Customs and Border Protection
• Working knowledge of relevant computer applications and systems

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

• Bachelor of Computer Sciences, Information Management or similar ICT related discipline.
• Two (2) years related work experience.
• Demonstrable knowledge of ITIL standards.
• International Training Certification in Helpdesk Support would be advantageous:
• CompTIA A+, Network+ & Security+
• Cisco Certified Network Associate (CCNA)
• MCSA: Windows 7/8 Solutions Associate
• MOS: Word, Excel, Outlook & PowerPoint
• Network and Systems Administration Training
• Microsoft Windows Server/Desktop PC Support
• Design and Configure Enterprise IT Networks
• Information Security and IT Risk Management
• Implement Virtualized Computing Environments

SPECIAL CONDITIONS ASSOCIATED WITH THE JOB

• Work will be conducted in an office outfitted with standard office equipment and specialized software.
• The environment is fast paced with on-going interactions with critical stakeholders and meeting tight deadlines which will result in high degrees of pressure, on occasions.
• May be required to work beyond normal working hours.
• Spends extended hours before computer which requires vision and hand dexterity and handles a large volume of queries via telephone calls and internet chat room.
• Expected to demonstrate a high level of integrity and professionalism
• Applications, including résumés, should be submitted no later than Friday, July 18, 2025.

Only shortlisted candidates will be contacted by HRMD