Responsibilities
Receiving issues and errors reported by employees, identifying their causes, working on resolving them, and ensuring that the solutions are fully implemented
Handling issues reported by branch employees regarding the process of entering cheques into the system, and working to resolve them — such as (cancelling a transaction from the rejection list, modifying a document, verifying the availability of a machine or supplier, etc.)
Receiving branch-related issues concerning settlements and policy issuance in the system, resolving them by returning the request to the “under review” status, deleting the settlement receipt, or instructing the employee to specify the payment type, and later verifying that the issue has been resolved
Verifying that there are no active loans under resigned coordinators, deleting them from the system, and removing them from the relevant sites
Receiving reports of network connection failures between branches and the head office, identifying the problem, notifying the service provider, and following up until the issue is resolved.
Handling issues related to branch devices such as computers, printers, fingerprint machines, and connections, and coordinating with network engineers and technical support to resolve the problem if it cannot be fixed remotely by the incident response specialist
Creating new system user accounts for employees and assigning appropriate screen and report permissions based on job requirements and workplace location
Granting system access permissions for new branches to eligible users according to their job role and work location, and revoking system permissions for employees in cases of transfers or branch closures
