Service Desk Analyst at Equity Bank Kenya

Description

• Serve as the point of contact for Payments team on all support related issues.
• Serve as the linkage with the Group IT Service Desk.
• Document customer requests in Service Now and record action taken and follow up on deferred actions
• Monitor incident management queue (ServiceNow) for all incidents. For each incident, perform initial troubleshooting steps taken to date; determine appropriate escalation path and assign incident to appropriate team for resolution; validate expected incident response and resolution times.
• Ensure timely resolution or escalation, communicate promptly on progress, and ensure customers are handled with a professional attitude.
• For all escalated tickets, determine whether knowledge management artifacts, self-service or help desk tools, or published web site information could solve this incident in the future; provide key details for such improvements to appropriate work teams as needed.
• Ensure the successful ongoing operation of the Service Desk and Incident Management processes.
• Develop service trends and ensure that effective measures are taken to improve service levels
• Maintain good relationships with client businesses by ensuring that their business requirements and plans are understood.
• Monitoring of daily, weekly, and monthly performance objectives, SLA monitoring and reporting.
• In addition, handling queries, complaints and suggestions promptly, professionally and in accordance with current Technology practices and procedures
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
• Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations and IT and achieve audit and assurance targets
• Responsible for driving own Performance Development, collating relevant documentation, preparing for and arranging reviews.
• Identify training and development requirements, formulating own plan to be agreed with team leader. Responsible for ensuring own plan is completed within agreed timescales.
• Undertake all necessary training in order to perform the role to the required standards, including gaining accreditation where appropriate

 
Qualifications

•  Bachelor's Degree in IT or equivalent experience is required.
• ITIL V3+ certification required/a must.
• 10+ years of experience in the Banking/Financial Industry.
• Strong understanding of banking products and operations.
• 8+ years of experience in a technology service/support center environment or equivalent work experience.
• Must have hands on practical experience utilizing ITSM tools like Service NOW in a tech support function.
• Must have extensive experience in service desk KPIs and metrics.
• Expert in the use of Microsoft Office Excel with demonstrated focus on basic data analysis and reporting.
• Strong negotiation and influencing skills.
• Demonstrable ability to take a proactive, customer service approach when dealing with all levels of customers. This includes the ability to serve executives and irate customers and diffuse volatile situations. Superior customer service skills.
• Must be detail oriented and able to document technical issues effectively, and accurately.
• Ability to work independently with minimal supervision.
• Excellent written and verbal communication skills.
• Outstanding client relationship management skills.