Service Desk Analyst-Bank Support at Equity Bank Kenya

Job Purpose: 

The Service Desk Analyst is responsible for receiving, processing and resolution of ICT users’ incident reports and service requests and maintain 24×7 Operation.

Qualifications

Job Responsibilities/ Accountabilities:

• Receiving of service requests and incidents reports via phone, web, mail, or other authorized means.
• 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
• Teamwork

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 in changing environment.
• Operating under pressure and tight deadlines & schedules.
• Working in 24/7 shifts; must have a flexible attitude to working times or arrangements.
• Making a personal difference.
• Strong analytical skills and able to collate and interpret data from various sources.
• Manage relationships between several services providers contracted to provide services to ICT.
• Capable of multi-tasking, good time management and prioritization of workload.

Requirements:

• University degree or equivalent with a minimum of 1 years’ Service Desk experience.
• Knowledge of Technical, IT, Service Desk systems and procedures
• Candidate having experience in the hardware and software used by Equity Bank will have an added advantage.
• Candidate should be able to solve different support problems including those that cannot be resolved using typical methods.
• Candidates with ITSM (ITIL) Certificate / Trainings will have an added advantage.