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Job Title:    IT Service Desk Analyst

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 1:1’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 ug_jobs@fincaug.org

 

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