Job Purpose
IT Service Desk function
acts as a single point of contact between IT department and the business units
for all incidents, service requests, change notifications, and any other necessary
communications.
The Service Desk Analyst will
report to the Client Services Manager – IT, and will work closely with other
members of the IT department to support all end users (Head Office Staff and
branch users).
Key Responsibilities
Incidents Management
- Acts as a single point of contact between the IT
department and the business units for all incidents, service requests,
change notifications, and any other necessary communications.
- Log all service desk interactions and document
issue resolution using the ITSM system.
- Identify and effectively prioritize situations
requiring urgent attention.
- Provide first-level support for all hardware and
software issues logged by users.
- Issue timely communication and status updates for
critical and high incidents.
Problem Management
- Escalate problems and continuously engage with the
2nd level and/or 3rd party support vendors to ensure timely resolution of
all escalated system faults/bugs on the Business Systems.
- resolution of all escalated system faults/bugs on
the Business Systems.
- Consistently monitor the status of all logged
incidents and requests and escalate to a higher resolution level when
service level agreements are in breach.
- Advise and educate users on appropriate action.
- Escalating recurring incidents to Problem
Management where the PM team will conduct a root cause analysis and find
an ultimate solution to the incident.
Service Desk
Administration
- Follow standard service desk procedures.
- Install and support user applications such as
Office 365, Windows Operating system, and Sidian Bank Applications
- Maintain accurate inventory of all hardware and
software resources and parts
- Maintain excellent communication with all
end-users and other members of the technology department
- Work with IT suppliers as needed
- Project work that involves first-level support for
new systems.
System Reporting
- Generation of various service desk reports in an
accurate manner and distribution in an effective and timely manner.
Academic Qualification
- A Bachelor’s degree in Computer Science,
Information Technology, or related field.
Work Experience
- Minimum 2 years experience with 1 year in an IT
service support, systems analyst or service management role within a large
highly digitized organization managing mission-critical systems.
Skills &
Competencies
- Knowledge and experience in IT Service Desk
practices
- Able to work under pressure and meet deadlines.
- Attention to detail.
- Able to manage priorities and tasks and time
efficiently and demonstrate a proactive approach to daily tasks.
- Communication skills.
Professional
Qualification
- ITIL V3 Foundation
How to Apply
Interested
and qualified? Go to Sidian Bank on
sidianbank.co.ke to apply before 21th
April, 2022