It Service Desk Analyst Job Vacancies Jobs in Kampala

Jobs in Kampala Uganda Finca Uganda Jobs in Kampala It Service Desk Analyst Job Vacancies Jobs in Kampala at Finca Uganda It Service Desk Analyst Job Vacancies Employment opportunities Finca Uganda

Job Title ⇒ IT Service Desk Analyst
]https//www.theugandanjobline.com/
Organisation ⇒ FINCA Uganda
Duty Station ⇒ Kampala, Uganda
About US ⇒
FINCA Uganda is a subsidiary of FINCA Microfinance Holding Company LLC FMH
and part of a network of 20 microfinance institutions and banks that provide
socially responsible financial services that enable low – income individuals
and communities to invest in the future. FINCA Uganda currently offers loans,
savings and money transfer services in Uganda – one of the most competitive
and dynamic microfinance markets in the world. FINCA Uganda is looking for
dynamic persons to join our team of professionals to help better serve our
clients.
Job 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 11’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.


Qualifications, Skills and Experience ⇒
⇗ The ideal candidate must hold a Bachelor’s Degree in Information
Technology/Computer Science or related field and those with a professional
Certification, will be an added advantage
⇗ At least three years’ experience of working in an IT environment, proven
experience in working with financial applications helpdesk experience and
utilization of telephony.
⇗ Knowledge of ITIL processes

Competencies
Technical knowledge
⇗ Familiar with the vendors core solutions e.g. main hardware choices or OS
types
⇗ Understands the inter-relationship of software, hardware and communications
Internal and External IT Environment
⇗ Basic understanding of the internal and external environment
⇗ Can describe the major roles and responsibilities of the IT function
⇗ Can identify key activities performed by IT professionals and managers and
key departments/functions
⇗ Familiar with company’s stated IT practices and direction and major IT
initiatives and key issues
⇗ Can identify and interpret key policies, standards and procedures affecting
own area
⇗ Understands the basic concepts and benefits of the IT strategy
⇗ Aware of new information Services platforms and technologies
⇗ Can discuss specific technology application opportunities in own area
Business Knowledge
⇗ Can describe basic concepts of a business function or product
⇗ Familiar with relevance of technology for that business, function or
product
⇗ Can identify applications/components that support that business
⇗ Aware of how that product fits in with the banks strategy
Functional Analysis
⇗ Understands basic concepts of major activities associated with functional
analysis
⇗ Able to reference and interpret functional requirements documentation
⇗ Can identify main platform vendors
⇗ Understands the inter-relationship of software, hardware and comms
components
⇗ Can explain basic concepts of human factors for the design of effective
screens and reports
Service Delivery
⇗ Understands basic concepts of service delivery
⇗ Understands principles of service levels, capacity plans, availability and
continuity planning
⇗ Can describe basic concepts and features of system performance and familiar
with reporting and record keeping procedures
⇗ Can identify maintenance policy and cycle for own environment
⇗ Understands the concept of urgency for each of the major locally relevant
applications
⇗ Aware of basic concepts of major activities associated with workflow
analysis and available workflow tools
⇗ Understands basic concepts of administration activities associated with
managing systems
⇗ Aware of available and planned system support services
⇗ Can describe basic concepts of major activities associated with functional
analysis
⇗ Understands the relationship of the prior and following steps in the
development process
Service Support
⇗ Understands basic concepts of service support
⇗ Can describe the differences & correlation between incidents & problems
⇗ Understands the basic concepts behind effective technical documentation
⇗ Understands the role of an integrated service desk
⇗ Understands basic concepts behind effective technical documentation
⇗ Can discuss characteristics of well and poorly written documentation
⇗ Can describe different types of scripting and utility tools relevant to
their technical discipline
Delivery
⇗ Can organise self to execute activities and tasks to plan;
⇗ Is able to clearly convey an issue, problem or situation;
⇗ Is familiar with problem solving and escalation practices;
⇗ Can identify key characteristics of effective customer service and can ask
for help when necessary to provide customer satisfaction.
How to Apply ⇒
All interested and qualified candidates are required to apply be email to
ugjobs@fincaug.org

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Brown Alex Friday 5 February 2021 Employment opportunities at Kampala Finca Uganda Uganda Jobs Jobs in Kampala