Job description
Job Details
Information Technology: Systems development, business analysis, architecture, project management, data warehousing, infrastructure, maintenance and production.
Job Purpose
To Execute Service Desk and Service Delivery duties within the IT Department by being the first point of contact for all IT Service requests and Incident reported. In addition, the successful candidate will also offer 1st level user support for IT applications/peripheral systems and escalate high impact issues to the Service Desk Team Leader or Service Delivery Manager. The role also requires knowledge in MI (Reporting) to facilitate Daily and monthly service reports.
Key Responsibilities/Accountabilities
Provide first level support to all Branch and Head Office users
Act as first level application support for users by analysing, categorising and logging issues reported via calls or emails at service desk.
Escalate any issues not resolved at 1st level to the 2nd level support.
Assist in installation and support of peripheral systems.
Provide after hour support in line with the agreed SLA.
Investigate any service disruptions reported and initiate the incident management process to ensure timely resolution.
Conduct periodic checks for IT Systems by monitoring fluctuations and alerts, subsequently inform the responsible teams.
Manage the communication from IT to stakeholders
Ensure accurate dash boards are sent out to stakeholders by confirming system status with the relevant Service Owners.
Advice the business of any high or critical incidents affecting services by sending out formal communication.
Ensure appropriate change management process is followed by communicating change deployment plans and downtime anticipated to stakeholders.
Provide constant feedback to affected users on the incidents and requests raised until resolution by following up with IT support resources.
Support the incident resolution process for critical and high incidents by ensuring required IT support staff (Centre and Country) and stakeholders are in constant communication either via email or conference calls.
Provide planned and ad-hoc reports when requested, by collating information.
Provide excellent customer service to the users
Ensure proper phone and email etiquette.
Advise users and follow up on the incidents reported to closure.
Assign and allocate all issues reported via phone or email in a timely manner.
Preferred Qualification And Experience
First Degree in Information Technology or Computer Sciences
3-4 Years in Service Desk support Role, Technical support, Systems Administration, 1st level Applications support or Systems Analysis.
Knowledge/Technical Skills/Expertise
ITIL foundation certificate
Preferred Knowledge in Basic Robotics and monitoring is an added advantage.
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