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 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 30th March 2020. Hard copies will not be accepted. Email: career.career@crdbbank.com
APPLY TO career.career@crdbbank.com
