Sacco ICT Assistant

Co-op Consultancy is a business advisory arm of the Co-operative Bank group, providing business advisory services.

The ICT Assistant is responsible for providing daily technical support to SACCO users and maintaining the organization's ICT systems. This includes managing hardware, software, network infrastructure, and digital service platforms. The role focuses on ensuring the availability, security, reliability, and efficient operation of the entire ICT environment, encompassing the Core Banking System (CBS), computers, network devices, printers, and user accounts.

1. Provide daily technical support to staff, resolving hardware, software, network, and system issues.
2. Assist in supporting and monitoring the SACCO’s Core Banking System (CBS) and related ICT applications.
3. Install, configure, maintain, and troubleshoot computers, printers, network devices, operating systems, and other ICT equipment.
4. Monitor the network, internet connectivity, servers, and other ICT infrastructure, escalating technical issues as needed.
5. Manage user accounts, passwords, access rights, and system permissions according to approved access controls.
6. Support ICT security controls, including antivirus, endpoint security, firewall monitoring, patching, and other cybersecurity measures.
7. Assist with system backups and verify the availability and integrity of backup data.
8. Provide first-level support for digital channels and integrations like mobile banking, USSD, ATM, internet banking, EFT, and other third-party ICT services.
9. Maintain ICT hardware and software inventories and document ICT assets.
10. Assist with data processing, extraction, and preparation of routine ICT, departmental, management, and regulatory reports, including SASRA-related reports.
11. Monitor system performance and availability, reporting incidents, downtime, and recurring technical problems to the ICT Manager.
12. Liaise with ICT vendors and service providers for routine support, repairs, maintenance, and service requests.
13. Maintain ICT documentation, including system configurations, user guides, asset registers, support logs, and procedures.
14. Assist in implementing and testing business continuity, backup, and disaster recovery procedures.
15. Guide and provide basic training to staff on ICT systems, applications, cybersecurity awareness, and proper use of ICT resources.
16. Comply with SACCO’s ICT policies, procedures, information security requirements, and applicable regulatory requirements.
17. Identify and report ICT risks, security incidents, system vulnerabilities, and control weaknesses.
18. Perform routine preventive maintenance and coordinate repairs or replacement of faulty ICT equipment.
19. Keep accurate records of ICT incidents, support requests, system changes, maintenance activities, and resolutions.
20. Perform other ICT-related duties as assigned by the ICT Manager or Management.

1. Bachelor’s degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field from a recognized institution.
2. At least two to three (2–3) years of relevant ICT support experience, preferably in a SACCO, microfinance institution, bank, or other regulated financial institution.
3. Good knowledge of computer hardware, software installation, troubleshooting, operating systems, and basic network administration.
4. Basic knowledge of Core Banking Systems and financial technology applications is an advantage.
5. Knowledge of cybersecurity principles, endpoint protection, user access management, data protection, and ICT security controls.
6. Basic knowledge of Microsoft Windows, Microsoft 365, networking, databases, and system administration.
7. Knowledge of backup procedures, IT asset management, and ICT documentation.
8. Relevant certifications such as CCNA, CompTIA A+, Network+, Microsoft certifications, or ITIL Foundation are an advantage.
9. Membership in a relevant professional ICT body is an advantage.
10. Strong analytical, troubleshooting, communication, and interpersonal skills.
11. Ability to work independently, respond promptly to ICT incidents, and work effectively as part of a team.
12. High level of integrity and confidentiality when handling member information, financial data, passwords, and other sensitive ICT resources.