IT Support Officer

CRDB Bank

September, 2023

Line Manager: Manager; Service Delivery

Department: ICT

 

Location: HQ

Job Summary

The Service Desk Analyst will be responsible for managing tickets, calls, and emails raised by users regarding ICT service requests, incidents, and queries. The service desk analyst will be the primary contact point for users, so the analyst will log requests and incidents and then follow up with support teams for resolution within agreed service level targets.

Key responsibilities:

  • Providing first-level support for all issues coming to the ICT Service Desk via the Service Management tool, calls, or emails
  • Providing a single point of contact and end-to-end responsibility to ensure submitted service requests and service incidents have been processed
  • providing an initial assessment of service requests and incidents to determine which IT resources should be engaged to resolve them.
  • Monitoring the status and progress towards resolution of assigned requests or incidents, as well as keeping users and the ICT Department informed about incident progress.
  • Escalating incidents to support specialist groups within the ICT Department when required.
    Analyzing for correct prioritization and classification and providing initial level 1 support towards the resolution
  • Monitoring the status and progress towards resolution of assigned incidents
  • Escalating incidents as necessary per the established ICT managerial escalation matrix
  • Perform service requests in relation to Access Management tasks (creation of new user IDs, assigning access rights to users, resetting users’ passwords, activating user IDs, disabling user IDs, etc.) in accordance with relevant Access Management processes and procedures in line with SLA.

Experience, Knowledge, and Skills Requirements

  • Bachelor’s Degree in Computer Systems, Technology, or any other equivalent and relevant qualification from an accredited institution
  • A minimum of 2 years’ experience working in an IT environment (service management)
  • Excellence in interpersonal, communication, and team skills
  • Strong rapport and relationship-building skills
  • Good level of business awareness and problem-solving.
  • Courtesy and a customer-focused attitude

Deadline: September 14, 2023

Click here to apply.