Sacco ICT Assistant

Role Overview

This position keeps the SACCO's technology running so that member transactions, staff workflows and regulatory reporting are never derailed by a failed machine, a locked account or an unavailable system. Working under the ICT Manager, the ICT Assistant is the first person staff turn to when something breaks, and also the person quietly carrying out the routine monitoring, patching, backup checks and record-keeping that prevent problems in the first place. It is a hands-on, early-career role inside a regulated financial institution, where speed of response, accuracy and strict confidentiality around member and financial data are part of the daily job.

Key Responsibilities

• Front-line user support: receive, diagnose and resolve staff tickets covering hardware, software, network and application faults, and track each case through to a confirmed fix.
• Core Banking System support: assist with the day-to-day running and monitoring of the Core Banking System and other business applications, escalating faults and performance problems beyond first-level scope.
• Devices and infrastructure: install, configure and troubleshoot desktops, laptops, printers, switches, routers, access points and other peripherals, and keep them on a preventive maintenance schedule.
• Access administration: create and maintain user accounts, credentials, permissions and system rights in line with approved access controls, and revoke them promptly when roles change or staff exit.
• Security controls: apply antivirus, endpoint protection, firewall monitoring and patching routines, and report incidents, vulnerabilities, risks and control weaknesses to the ICT Manager.
• Availability, backups and continuity: run backups and verify that data can genuinely be restored, watch system uptime and connectivity, report downtime or recurring faults immediately, and take part in business continuity and disaster recovery testing.
• Digital channels and vendors: support mobile banking, USSD, ATM, internet banking and EFT integrations, and coordinate with ICT vendors on service requests, repairs and scheduled maintenance.
• Documentation, reporting and user guidance: keep asset registers, support logs, system configurations, user guides and procedures current, extract and prepare routine ICT, management and regulatory reports, and coach staff on systems use and cybersecurity awareness.

Requirements & Qualifications

• A bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering or a closely related discipline from a recognised institution.
• Two to three years of hands-on ICT support experience, ideally gained in a SACCO, microfinance institution, bank or other regulated financial services environment.
• Confident practical knowledge of computer hardware, software installation and troubleshooting, operating systems and basic network administration.
• Working familiarity with Microsoft Windows, Microsoft 365, networking fundamentals, databases and routine system administration tasks.
• Understanding of cybersecurity principles and controls, including endpoint protection, antivirus management, user access management and data protection.
• Knowledge of backup procedures and verification, IT asset management and technical documentation practices.
• Exposure to Core Banking Systems or financial technology applications is a distinct advantage.
• Certifications such as CCNA, CompTIA A+, Network+, Microsoft certifications or ITIL Foundation are advantageous, as is membership of a recognised professional ICT body.
• Strong analytical and troubleshooting ability, clear communication and good interpersonal skills.
• The capacity to work unsupervised, respond quickly when incidents arise, and collaborate well within a team.
• Demonstrated integrity and discretion when handling member information, financial data, passwords and other sensitive ICT resources.