Service Desk Analyst at Equity Bank Kenya

  • Published date: July 9, 2024
  • Category: Administrative & Office
    • Location: Nairobi, Nairobi
  • Jop type:
  • Salary: Ksh Not mentioned
  • Company name: Jobs in Kenya

Job Description

Job Purpose:   

The Service Desk Analyst is responsible for receiving, processing and resolution of ICT users’ incident reports and service requests and maintain 24x7 Operation. 

Job Responsibilities/ Accountabilities: 

  • Receiving of service requests and incidents reports via phone, web, mail, or other authorized means.

  • Authentication of requester and of approvals where applicable.

  • Log in tickets.

  • Categorization of Service Requests

  • Prioritization of Incidents.

  • Qualifies Incident as covered by SLA.

  • Qualify that services are in the Service Catalogue

  • Logging tickets in the ticketing system take ownership and follow up to closure.

  • Assign tickets to the respective groups/ individuals.

  • Resolution of tickets assigned and closure within the working shifts.

  • Service Provision as per SLAs

  • To provide first level support to users with IT support issues.

  • Use available resources to resolve incidents (people, tools, and processes).

  • Incident ownership, follow-up, and closure.

  • Ensures that the Business Users agrees that the resolution provided addressed their needs prior to Incident closure.

  • Escalation of incidents and requests that require expert input directly to the Senior Service Desk Analyst and the SME.

  • Daily/shift reports as per shift responsibility.

  • Provision of the incident reports with ticket closure and daily/shift reports as per shift responsibility.


Education Requirement:   

  • Bachelor’s Degree or HND in Computing / IT. 

  • Knowledge of Technical, IT, Service Desk systems and procedures. 


  • Minimum 1 year Service Desk experience or technical field officer (TFO) experience.

  • Candidate having experience in the hardware and software used by Equity Bank will be given priority. 

  • Candidate should be able to solve different support problems including those that cannot be resolved using typical methods.  

Professional Certifications / Additional Qualification:  

  • ITSM (ITIL) Certificate / Trainings.    

IT Knowledge: 

  • Proficiency in MS Office. 

  • Proficiency in computing principles.  

  • Understanding of IT support tools. 

  • Proficiency in MS Office.  

Key Critical Competencies 

  • Putting customers/business first; must have a passion for serving others.

  • Good and clear oral & written communication skills. 

  • People skills. 

  • Must be a team player; work well in a busy team, quick to learn and able to deal with a wide range of issues.

  • Good problem-solving capabilities.

  • Ability to work with minimum or no supervision.

  • Forecasting, planning and thinking ahead. 

  • Understanding information in different formats such as pictorial, verbal and print representations. 

  • Performing through people.

  • Operating under pressure and tight deadlines & schedules.

  • Working in 24/7 shifts; must have a flexible attitude to working times or arrangements.

  • Strong analytical skills and able to collate and interpret data from various sources.

  • Able to manage relationships between several services providers contracted to provide services to ICT.

  • Capable of multi-tasking, good time management and prioritization of workload.

  • Ability to solve different support problems including those that cannot be resolved using typical methods. 


Method of Application

Interested and qualified? Go to Equity Bank Kenya on to apply


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