Summary
Date Posted: Tuesday, August 16, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose
• IT Service Desk function acts as a single point of contact between IT department and the business units for all incidents, service requests, change notifications and any other necessary communications.
• The Service Desk Analyst will report to the Client Services Manager – IT, and will work closely with other members of the IT department to support all end users (Head Office Staff and branch users).

Key Responsibilties
• Acts as a single point of contact between the IT department and the business units for all incidents, service requests, change notifications, and any other necessary communications.
• Log all service desk interactions and document issue resolution using the ITSM system.
• Identify and effectively prioritize situations requiring urgent attention.
• Provide first level support for all hardware and software issues logged by users.
• Issue timely communication and status update for critical and high incidents.
• Escalate incidents/service requests that cannot be resolved
• Consistently monitor the status of all logged incidents and requests and escalate to a higher resolution level when service level agreements are in breach.
• Advise and educate users on appropriate action.
• Escalating recurring incidents to Problem Management where the PM team will conduct a root cause analysis and find an ultimate solution to the incident.
• Follow standard service desk procedures
• Install and support user applications such as Office 365, Windows Operating system and Sidian Bank Applications
• Maintain accurate inventory of all hardware and software resources and parts
• Maintain excellent communication with all end users and other members of the technology department
• Work with IT suppliers as needed
• Project work that involves first level support for new systems.

Knowledge, Skills And Experience
• University degree in Information Technology or Computer Science from a recognized university.
• Preferably ITIL Foundation certified
• Knowledge and experience on IT Service Desk practices
• Able to work under pressure and meet deadlines.
• Attention to details.
• Able to manage and priorities and tasks and time efficiently and demonstrate proactive approach to daily tasks.
• Communication skills.

Job Experience: No Requirements

Work Hours: 8

Level of Education: Bachelor Degree

Job application procedure
• Interested and qualified? Click here to apply

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