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.
Ensure Provision of the incident report with ticket closure of P1 incidents
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.
Providing notifications input
Daily/shift reports as per shift responsibility.
Provision of the incident reports with ticket closure and Daily/shift reports as per shift responsibility
Proficiency in MS Office.
Proficiency in computing principles.
Prior experience working with Service and Incident Management applications such as Remedy, Smarts, Voyence, Spectrum, Siebel, Clarity, HP Service Management, Solarwinds or Clarify and other like OSS/BSS applications.
Understanding of NMS, Ticketing and Databases Tools.
Understanding of IT support tools.
Key Critical Competencies
Putting customers/business first; must have a passion for serving others.
Good and clear oral & written communication 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 in changing environment.
Operating under pressure and tight deadlines & schedules.
Working in 24/7 shifts; must have a flexible attitude to working times or arrangements.
Making a personal difference.
Strong analytical skills and able to collate and interpret data from various sources.
Manage relationships between several services providers contracted to provide services to ICT.
Capable of multi-tasking, good time management and prioritization of workload.
University degree or equivalent with a minimum of 1 years’ Service Desk experience.
Knowledge of Technical, IT, Service Desk systems and procedures
Candidate having experience in the hardware and software used by Equity Bank will have an added advantage.
Candidate should be able to solve different support problems including those that cannot be resolved using typical methods.
Candidates with ITSM (ITIL) Certificate / Trainings will have an added advantage.