Service Desk Analyst Job at Sidian Bank

• 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 updates for critical and high incidents.

Problem Management

• Escalate problems and continuously engage with the 2nd level and/or 3rd party support vendors to ensure timely resolution of all escalated system faults/bugs on the Business Systems.
• resolution of all escalated system faults/bugs on the Business Systems.
• 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.

Service Desk Administration

• 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.

System Reporting

• Generation of various service desk reports in an accurate manner and distribution in an effective and timely manner.

REQUIREMENTS

ACADEMIC BACKGROUND

• A Bachelor’s degree in Computer Science, Information Technology, or related field.

WORK EXPERIENCE

• Minimum 2 years experience with 1 year in an IT service support, systems analyst or service management role within a large highly digitized organization managing mission-critical systems.

SKILLS & COMPETENCIES

• Knowledge and experience in IT Service Desk practices
• Able to work under pressure and meet deadlines.
• Attention to detail.
• Able to manage priorities and tasks and time efficiently and demonstrate a proactive approach to daily tasks.
• Communication skills.

PROFESSIONAL CERTIFICATION

• ITIL V3 Foundation