Job Summary

The Service Desk Analyst plays a critical role in providing first-line support and resolution to IT-related incidents and service requests from colleagues. They are responsible for ensuring timely and efficient troubleshooting, incident management, and customer service delivery.

The Service Desk Analyst serves as the single point of contact for technical assistance, monitoring systems, helping users to resolve IT incidents and events while maintaining high levels of customer satisfaction at the Service Operations Centre as per ITIL guiding principles

Job Description

Key Accountabilities

Incident Management – 30%

• Ensure all incidents are logged on the ITSM tool – ServiceNow. Prioritize and categorize incidents based on urgency, following established procedures & service level agreements and correctly assigned to appropriate support group for resolution.
• Perform initial analysis and troubleshooting, attempting to resolve service interruptions at the first point of contact.
• Management, ownership, and handling of incidents throughout their lifecycle and ensuring regular feedback is shared to users as per the ITIL guidelines.
• Escalating complex or unresolved incident to appropriate technical teams with comprehensive details and supporting documentation.

Service/ Request Fulfilment – 10%

• Take end to end ownership of major/minor incidents and ensuring coordination of resolving parties, effective communication to stakeholders and post incident reviews.

Call management – 20%

• Single Point of Contact (SPOC) for all IT related interactions with internal and external users
• Monitor service desk phone lines and emails to ensure all incidents are responded to and resolved.
• Providing IT Service management information and associated reports.
• Develop service trends and ensure that effective service improvement measures are in place.

Service Monitoring – 30%

• Provide oversight monitoring at the Service Operations Centre for the Bank’s systems and escalate all Service event breaches and follow up for restoration.

Risk Management – 5%

• Build a relationship with country Technology Risk and Compliance team and provide support whenever required.
• Devise and implement an effective plan to deliver a satisfactory risk audit report and compliance requirements.

People Management – 5%

• Responsible for driving own performance training & development, collating relevant documentation, preparing, and arranging regular reviews.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• ITIL V4 Foundation. ITIL Service Practioner would be an added advantage
• Strong knowledge of desktop operating systems (Windows, macOS), productivity software (Microsoft Office), and common business applications. Certifications in CompTIA A+, Microsoft Certified Professional, Linux are an added advantage

Experience

• 2 years of experience as a Service Desk Analyst or in a similar technical support role, preferably within the banking or financial services industry.

Knowledge & Skills

• Familiarity with IT service management ITIL principles by providing 1st Level support to logged incidents and within agreed SLA to meet varying needs of the Business.
• Strong customer service orientation and interpersonal skills, with the ability to communicate effectively with users at all levels of technical proficiency.
• Excellent troubleshooting and problem-solving skills, with the ability to quickly diagnose and resolve technical issues.