Service Desk Analyst
Viewed Job:

Service Desk Analyst


Service Desk Analyst

CRDB Bank Plc


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.



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 30th March 2020. Hard copies will not be accepted. Email:


More Jobs From This Company


  • Location: Tanzania
  • Job Title: Service Desk Analyst
  • Application Deadline: 2020-03-30
Apply for the job

Apply For This Job

Upload your CV (optional) Max. file size: 5MB
No file selected

Sharing is caring




Apply Now

Please choose how you are going to apply for this post


Apply Now