Service Desk Analyst 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 24x7 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.