Jobs Career Advice Signup

Send this job to a friend


Did you notice an error or suspect this job is scam? Tell us.

  • Posted: May 17, 2023
    Deadline: Not specified
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    Equity Bank Limited (The "Bank”) is incorporated, registered under the Kenyan Companies Act Cap 486 and domiciled in Kenya. The address of the Bank’s registered office is 9th Floor, Equity Centre, P.O. Box 75104 - 00200 Nairobi. The Bank is licensed under the Kenya Banking Act (Chapter 488), and continues to offer retail banking, microfinance a...
    Read more about this company


    Senior Service Desk Analyst

    Job Purpose: 

    • The Senior Service Desk Analyst is responsible for leading the Service Desk shift in receiving, processing and resolution of ICT users’ incident reports and service requests and maintain 24x7 Operation.

    Job Responsibilities/ Accountabilities:

    • As the Shift Team Leader, they have to ensure the team carries out proper logging of service requests, and incidents via phone, web, mail, or any other authorized means.
    • Continuous improvements of the performance of his/her shift.
    • Build competencies and impact knowledge on relevant technical concepts.
    • Authentication of requester and of approvals where applicable.
    • Log in tickets.
    • Categorization of Service Requests
    • Prioritization of Incidents.
    • Qualifies Incident as covered by SLA.
    • Qualify that services are in the Service Catalogue
    • Logging tickets in the ticketing system take ownership and follow up to closure.
    • Assign tickets to the respective groups/ individuals.
    • Ensure Provision of the incident report with ticket closure of P1 incidents
    • Resolution of tickets assigned and closure within the working shifts
    • Service Provision as per SLAs
    • To provide first level support to users with IT support issues.
    • Use available resources to resolve incidents (people, tools and processes).
    • Incident ownership, follow-up and closure.
    • Ensures that the Business Users agrees that the resolution provided addressed their needs prior to Incident closure.
    • Escalation of incidents and requests that require expert input directly to the Senior Service Desk Analyst and the SME.
    • Providing notifications input
    • Daily/shift reports as per shift responsibility.
    • Provision of the incident reports with ticket closure and Daily/shift reports as per shift responsibility

    Essential Knowledge

    • Proficiency in MS Office.
    • Proficiency in computing principles.
    • Prior experience working with Service and Incident Management applications such as Remedy, Smarts, Voyence, Spectrum, Siebel, Clarity, HP Service Management, Solarwinds or Clarify and other like OSS/BSS applications.
    • Understanding of NMS, Ticketing and Databases Tools.
    • Understanding of IT support tools.

    Key Critical Competencies

    • Putting customers/business first; must have a passion for serving others.
    • Good and clear oral & written communication skills.
    • People skills.
    • Must be a team player; work well in a busy team, quick to learn and able to deal with a wide range of issues.
    • Good problem solving capabilities.
    • Ability to work with minimum or no supervision.
    • Forecasting, planning and thinking ahead.
    • Understanding information in different formats such as pictorial, verbal and print representations.
    • Performing through people.
    • Operating under pressure and tight deadlines & schedules.
    • Working in 24/7 shifts; must have a flexible attitude to working times or arrangements.
    • Strong analytical skills and able to collate and interpret data from various sources.
    • Able to manage relationships between several services providers contracted to provide services to ICT.
    • Capable of multi-tasking, good time management and prioritization of workload.


    • University degree or equivalent with a minimum of 1 years’ Service Desk experience.
    • Knowledge of Technical, IT, Service Desk systems and procedures
    • Experience in the Banking hardware and software.

    Ability to solve different support problems including those that cannot be resolved using typical methods.

    • ITSM (ITIL) Certificate / Trainings or equivalent training.

    Method of Application

    Interested and qualified? Go to Equity Bank Kenya on to apply

    Build your CV for free. Download in different templates.

  • Send your application

    View All Vacancies at Equity Bank Kenya Back To Home

Subscribe to Job Alert


Join our happy subscribers

Send your application through

GmailGmail YahoomailYahoomail