01 May 2017

Fresher Service Desk Analyst Jobs - Britam

Job Title:        Service Desk Analyst
Organization: Britam
Duty Station:  Kampala, Uganda

About US:
Britam is a leading diversified financial services group, listed on the Nairobi Securities Exchange. The group has interests across the East African region and offers a wide range of financial products and services in Insurance, Asset Management, Banking and Property. The product range includes life, health and general insurance, pensions, unit trusts, investment planning, wealth management, off-shore investments, retirement planning, discretionary portfolio management, property development and private equity.

Job Summary: The Service Desk Analyst will provide the end to end IT supports requirements for office automation, user computing, hardware, software and applications for the business users. The incumbent will participate in daily operations of the group service desk and support services. This position will also be responsible for after-hours support to coincide with our support schedules. The jobholder will ensure proactive monitoring response times, evaluating user satisfaction levels and recommendations for improvement. Participate in the various user productivity tools and office automation initiatives

Key Duties and Responsibilities:  
Support Operations:
  • IT Service Desk operations
  • Resolves support tickets and issues
  • Communicates recurring support issues to management
  • Communicates with customers on efforts and resolutions to tickets and issues which improves customer relations and further develops IT/ customer confidence
  • Escalates support tickets and open issues to the appropriate team member(s) to provide the swiftest of resolutions
  • Participates in on-call duties that are shared among team members
Office Automation:
  • Office automation support and identification of requirements and ensuring customer satisfaction
  • Drive adoption of various user productivity enhancement tools
  • IT Assets Inventory: Maintain up to date and accurate information on the organization IT support assets
IT Projects:
  • Participation in assigned IT projects.
  • Projects delivered as per the agreed project plans
Management of Internal customers.
  • Managing the user expectations. Periodic, planned proactive visits to internal customers with reports and requests actioning within agreed timeframes.
  • Enhance the customer experience by fostering an environment of service excellence
  • Work collaboratively with peers to ensure solutions meet customer requirements.
Reporting & Analysis:
  • Prepare and submit incident and problem reports
  • Weekly performance reports
  • Trouble Tickets status reports
  • Escalations status Report

Qualifications, Skills and Experience:
  • The ideal candidate for the Service Desk Analyst job opportunity should hold a Bachelor’s degree in science/Engineering/Computer Science
  • Professional certifications i.e. Microsoft Certified Professional – MCP or Cisco certification – CCNA or User Support Specialist certification.
  • ITIL V3 Foundation Certification
  • At least two years’ experience in Applications support, Network or System administration environment
  • Excellent technical knowledge of PC with its internal components and desktop hardware
  • Hands-on hardware troubleshooting experience.
  • Working technical knowledge of current protocols, operating systems, and standards
  • Has some familiarity with Support Ticketing Systems
  • Strong customer-service orientation.
  • Ability to conduct research into PC issues and products as required.
  • Proficiency in working with office productivity tools.

How to Apply:
All suitably qualified and interested candidates are encouraged to apply online by clicking on the link below.

Deadline: 2nd May 2017

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