IT Service Desk Analyst

VALIDITY PERIOD: 29/01/2021 – 12/02/2021

DUTY STATION: HEAD OFFICE

POSITION: IT SERVICE DESK ANALYST

DEPARTMENT: INFORMATION SYSTEMS DEPARTMENT

SUMMARY

The IT Service Desk Analyst position is responsible for managing Calls, Incidents and Order to ITIL standards in order to resolve technical calls, providing support to any customers raising issues with IT.  This will involve delivering excellent customer service to colleagues in all business areas of FINCA Uganda, demonstrating and sharing best practice, ensuring high quality of handover to Live support and accessibility of IT organization.

Key duties and responsibilities:

• Providing an efficient single point of customer contact with IT regarding incidents and service requests through the available communication channels (phone, email, call management systems).
• Delivering first line IT support function and services categorized as online to the business. Online services include password reset, user accounts locking / unlocking, force user logouts, statement queue maintenance, process and general inquiries.
• Identifying and collecting sufficient information from customers regarding incidents and service requests through smart initial analysis.
• Ensuring that all reported or identified incidents and service requests are logged into the relevant call management systems, well categorized, prioritized and assigned to the correct resolver teams both internal and external, including vendors.
• Alerting the business and other relevant stakeholders of high impact incident through service exception alerts, service exception reports and the internal IT incident white board.
• Soliciting for feedback and completion estimates from resolver groups and providing regular updates to customers regarding incidents and service requests.
• Identifying and escalating approaching or crystallized SLA breaches regarding logged incidents and service requests.
• Ensuring all relevant service desk processes and procedures are up to date, identifying process improvements where possible
• Proactively coach less experienced or junior colleagues in all areas of their development including initial periods of training for new members of the team.
• Driving own Performance Development, collating relevant documentation, preparing for and arranging reviews and 1:1’s
• Utilizing skills matrix, identifying training and development requirements, formulating own plan to be agreed with team leader and ensuring own plan is completed within agreed timelines.

Competencies            

To perform the job successfully, an individual should demonstrate the following competencies:

Technical knowledge

1. Familiar with the vendors core solutions (e.g. main hardware choices or OS types)
2. Understands the inter-relationship of software, hardware and communications

Internal and External IT Environment

1. Basic understanding of the internal and external environment:
2. Can describe the major roles and responsibilities of the IT function
3. Can identify key activities performed by IT professionals and managers and key departments/functions
4. Familiar with company’s stated IT practices and direction and major IT initiatives and key issues
5. Can identify and interpret key policies, standards and procedures affecting own area
6. Understands the basic concepts and benefits of the IT strategy
7. Aware of new information Services platforms and technologies
8. Can discuss specific technology application opportunities in own area

Business Knowledge

1. Can describe basic concepts of a business function or product
2. Familiar with relevance of technology for that business, function or product
3. Can identify applications/components that support that business
4. Aware of how that product fits in with the banks strategy

Functional Analysis 

1. Understands basic concepts of major activities associated with functional analysis:
2. Able to reference and interpret functional requirements documentation
3. Can identify main platform vendors
4. Understands the inter-relationship of software, hardware and comms components
5. Can explain basic concepts of human factors for the design of effective screens and reports

Service Delivery 

1. Understands basic concepts of service delivery:
2. Understands principles of service levels, capacity plans, availability and continuity planning
3. Can describe basic concepts and features of system performance and familiar with reporting and record keeping procedures
4. Can identify maintenance policy and cycle for own environment
5. Understands the concept of urgency for each of the major locally relevant applications
6. Aware of basic concepts of major activities associated with workflow analysis and available workflow tools
7. Understands basic concepts of administration activities associated with managing systems
8. Aware of available and planned system support services
9. Can describe basic concepts of major activities associated with functional analysis
10. Understands the relationship of the prior and following steps in the development process

 Service Support 

1. Understands basic concepts of service support
2. Can describe the differences & correlation between incidents & problems
3. Understands the basic concepts behind effective technical documentation
4. Understands the role of an integrated service desk
5. Understands basic concepts behind effective technical documentation
6. Can discuss characteristics of well and poorly written documentation
7. Can describe different types of scripting and utility tools relevant to their technical discipline

Delivery 

1. Can organise self to execute activities and tasks to plan;
2. Is able to clearly convey an issue, problem or situation;
3. Is familiar with problem solving and escalation practices;
4. Can identify key characteristics of effective customer service and can ask for help when necessary to provide customer satisfaction.

 Qualifications, Skills and Experience 

1. A Bachelor’s Degree in Information Technology/Computer Science or related field and those with a professional Certification, will be an added advantage
2. 3 years’ experience of working in an IT environment, proven experience in working with financial applications helpdesk experience and utilization of telephony.
3. Knowledge of ITIL processes

All interested and qualified candidates are required to apply be email to ug_jobs@fincaug.org or fill in the application form