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.
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.
- 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.
- Daily/shift reports as per shift responsibility.
- Provision of the incident reports with ticket closure and daily/shift reports as per shift responsibility.
Qualifications
Education Requirement:
- Bachelor’s Degree or HND in Computing / IT.
- Knowledge of Technical, IT, Service Desk systems and procedures.
Experience:
- Minimum 1 year Service Desk experience or technical field officer (TFO) experience.
- Candidate having experience in the hardware and software used by Equity Bank will be given priority.
- Candidate should be able to solve different support problems including those that cannot be resolved using typical methods.
Professional Certifications / Additional Qualification:
- ITSM (ITIL) Certificate / Trainings.
IT Knowledge:
- Proficiency in MS Office.
- Proficiency in computing principles.
- Understanding of IT support tools.
- Proficiency in MS Office.
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.
- Ability to solve different support problems including those that cannot be resolved using typical methods.
