Job Description
The IT Service Desk Analyst role is responsible for the following:
• Incident Management process in line with ITIL principles by providing 1st Line Support to logged incidents and within the agreed SLA in order to meet varying needs of the business.
• Service/Support Request Fulfilment process in line with ITIL principles by attending to service/support requests within the agreed SLA in order to meet varying needs of the business.
KEY RESPONSIBILITIES & PERCENTAGE (%) TIME SPENT
• Incident management in accordance with the laid down procedures and SLAs. (40%)
• Service /support requests fulfillment in accordance with the laid down procedures and SLAs. (40%)
• Call Management by picking and time spend on calls within agreed SLA. (20%)
MAIN ACTIVITIES
• Single Point of Contact (SPOC) for all IT related interactions with internal and external users and/or partners.
• Providing 1st level support for incidents received and ensure timely feedback to users on progress of incidents resolution.
• Ensure that all incidents that are logged in the incident management system, are escalated appropriately and feedback is provided to users continuously from analysis to when the issue is eventually resolved.
• Management and ownership of incidents throughout their lifecycle while ensuring there’s regular and timely feedback to users on progress of incidents resolution.
• Ensure all incidents raised by users are logged in the incident management system.
• Monitor service desk call lines and emails to ensure that all incidents are responded to and eventually resolved.
• Ascertain nature of incidents and correctly assign to appropriate support units for resolution.
• Escalate incidents to the 2nd Level support team (Support Operations Officers) when much deeper analysis is required.
• Providing management information on IT service provision and producing associated reports.
• Extract, compile and circulate data required by business units for reporting based on the required frequency i.e. either daily, weekly or monthly
QUALIFICATION AND EXPERIENCE REQUIREMENTS
• A Bachelor’s degree in Computer Science, Information Technology or related field.
• ITIL Foundation would be an added advantage.
• Adequate understanding of the various banking business systems and computer operations processes.
• Demonstrable experience working in a professional IT environment.
• Sound knowledge of Information technology and related support architectures