Service Desk Analyst Job in Kenya

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.


Education Requirement:   

Bachelor’s Degree or HND in Computing / IT. 

Knowledge of Technical, IT, Service Desk systems and procedures. 


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. 

How To Apply

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