Fresher Service Desk Analyst Jobs – Britam

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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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