Service Desk Analyst

Job Summary.

Responsible for managing calls, emails and tickets raised by users regarding ICT service requests, queries and complaints. A primary contact point for users, so the analyst will login requests and incidents, and then follow up with support teams for resolution within agreed service level targets.

Key responsibilities:

• Support the activities in the ICT Service Management System as required by ISO 20000 requirements.
• Participate in ISO 20000 internal audits and improvement initiatives.

• Recording incidents on Service Desk and ensuring ICT Department members properly record incident information on Service Desk.
• Closing incidents on Service Desk and verifying users and business units have resumed normal operations.
• Monitoring the status and progress towards resolution of assigned incidents as well as keeping users and ICT Department informed about incident progress.
• Recording all incidents tickets on Service Desk
• Routing incidents to support specialist groups within the ICT Department.
• Analyzing for correct prioritization, classification and providing initial support.
• Providing resolution and recovery of low level incidents not assigned to support specialist groups.
• Closing incidents all incidents tickets on Service Desk
• Monitoring the status and progress towards resolution of assigned incidents.
• Keeping users and ICT Department informed about incident progress.
• Escalating incidents as necessary per established escalation policies.
• Providing a single point of contact and end-to-end responsibility to ensure submitted service requests and service incidents have been processed.
• Providing initial assessment of service requests to determine which IT resources should be engaged to fulfill them.
• Communicating service requests to other IT resources that will be involved in fulfilling them.
• Escalating service requests in line with established service level targets.
• Ensuring service requests are appropriately logged on Service Desk,follow up for fulfillment and closing the tickets as required.
• Providing data to other ICT department teams from Service Desk.
• Conducting Service Desk customer satisfaction surveys.
• Monitoring progress on the resolution of known errors and advising ajira ICT Department staff on the best available workaround for incidents.

Experience, Knowledge and Skills Requirements

• Bachelor’s Degree in Computer Science, Information Technology or their equivalent from an accredited institution.
• More than 3+ years of knowledge and understanding of ITIL processes.
• Minimum of 2 years’ experience working in a banking IT environment.
• Excellence in interpersonal, communication and team skills.
• Strong rapport and relationship building skills.
• Good level of business awareness and problem solving.
• Courtesy and customer-focused attitude.

Remuneration:

CRDB BANK PLC offers competitive remuneration and benefits. Successful candidates will receive attractive and competitive packages commensurate with demands of the position.

Mode of Application & Closing Date

Interested candidates who meet the above criteria should submit an Application Letter accompanied with a detailed up to date CV with two work-related referees addressed to the below email with a clear​ subject of the position applied for not later than 30^th​ March 2020. Hard copies will not be accepted. Email: career.career@crdbbank.com

APPLY TO career.career@crdbbank.com