Service Desk Analyst Job in Kenya - Equity Bank

Service Desk Analyst

Description

• Serve as the point of contact for Payments team on all
  support related issues.


• Serve as the linkage with the Group IT Service Desk.


• Document customer requests in Service Now and record action
  taken and follow up on deferred actions


• Monitor incident management queue (ServiceNow) for all
  incidents. For each incident, perform initial troubleshooting steps taken
  to date; determine appropriate escalation path and assign incident to
  appropriate team for resolution; validate expected incident response and
  resolution times.


• Ensure timely resolution or escalation, communicate promptly
  on progress, and ensure customers are handled with a professional attitude.
  
  
  


• For all escalated tickets, determine whether knowledge
  management artifacts, self-service or help desk tools, or published web
  site information could solve this incident in the future; provide key
  details for such improvements to appropriate work teams as needed.


• Ensure the successful ongoing operation of the Service Desk
  and Incident Management processes.


• Develop service trends and ensure that effective measures are
  taken to improve service levels


• Maintain good relationships with client businesses by
  ensuring that their business requirements and plans are understood.


• Monitoring of daily, weekly, and monthly performance
  objectives, SLA monitoring and reporting.


• In addition, handling queries, complaints and suggestions
  promptly, professionally and in accordance with current Technology
  practices and procedures


• Contribute and deliver to the improvement of the risk profile
  by delivering improved governance, risk management, controls and
  compliance requirements.


• Devise and implement an effective plan to deliver a
  satisfactory risk and audit profile for Operations and IT and achieve
  audit and assurance targets


• Responsible for driving own Performance Development,
  collating relevant documentation, preparing for and arranging reviews.


• Identify training and development requirements, formulating
  own plan to be agreed with team leader. Responsible for ensuring own plan
  is completed within agreed timescales.


• Undertake all necessary training in order to perform the role
  to the required standards, including gaining accreditation where
  appropriate

 

Qualifications

•  Bachelor’s Degree in IT or equivalent experience is
  required.


• ITIL V3+ certification required/a must.


• 10+ years of experience in the Banking/Financial Industry.


• Strong understanding of banking products and operations.


• 8+ years of experience in a technology service/support center
  environment or equivalent work experience.


• Must have hands on practical experience utilizing ITSM tools
  like Service NOW in a tech support function.


• Must have extensive experience in service desk KPIs and
  metrics.


• Expert in the use of Microsoft Office Excel with demonstrated
  focus on basic data analysis and reporting.


• Strong negotiation and influencing skills.


• Demonstrable ability to take a proactive, customer service
  approach when dealing with all levels of customers. This includes the
  ability to serve executives and irate customers and diffuse volatile
  situations. Superior customer service skills.


• Must be detail oriented and able to document technical issues
  effectively, and accurately.


• Ability to work independently with minimal supervision.


• Excellent written and verbal communication skills.


• Outstanding client relationship management skills.

How to Apply

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APPLY.