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Job Title:      IT
Service Delivery Analyst

Organization: DFCU
Bank

Duty Station: Kampala,
Uganda

Reports to: IT
Service Delivery Manager

About US:

DFCU Bank is a fast
growing commercial bank offering a variety of innovative products and services.
DFCU Limited was started by the Commonwealth Development Corporation (CDC) of
the United Kingdom and the Government of Uganda through the Uganda Development
Corporation (UDC) under the name of Development Finance Company of Uganda
Limited. Later restructuring brought in DEG (of Germany) and International
Finance Corporation (IFC) as equal partners with CDC and UDC, each having a 25%
stake in the company. Its objective was to support long-term development
projects whose financing needs and risk did not appeal to the then existing
financial commercial lending institutions.

Job Summary:    The IT Service Delivery Analyst is
responsible for management and resolution of all calls at First Level and
escalation as per the IT Service Support Model. The incumbent provides the
business with a single point of contact for all aspects of IT Service and
support and management of issues logged with IT Service Desk.

Key Duties and Responsibilities: 

Single Point of
Contact (SPOC):

• Provide the single point of entry for handling customer requests,
  queries, through taking calls, etc
• Categorize, prioritize and reassign requests on the issues tracker;
  provides first level support and feedback
• Ensure smooth and effective running of the User administration
  process
• Incident Coordination:Ensure proper incidents logging, check
  progress and ensure all diagnostic information is provided
• The jobholder will handle stakeholder communications in event of a
  systems high priority incident
• Coordinate and track all resolutions by IT Support representatives
  and vendors per SLA
• Coordinate IT system issues escalations

Request fulfilment:

• Respond to and manage user service requests e.g. access requests,
  change requests and ensure the proper requests management process is
  followed

System Monitoring:

• Keenly monitor IT systems uptime and performance through monitoring
  tools, alerts, dashboards and monitoring screens.
• Maintain accurate log entries of requests with fault details,
  contact information, resolution details, and follow up information, and
  advises user of action taken.

Reporting:

• Prepare all relevant Service performance reports, daily, weekly and
  monthly status reports on service levels

Service Review and
Improvement:

• Execute assigned IT Service satisfaction surveys
• Regularly monitor performance of service providers to ensure
  continual service improvement.

Qualifications, Skills and Experience:

• The applicant for the DFCU Bank IT Service Delivery Analyst job
  placement must hold a Bachelor’s degree in Computer Science, IT,
  Engineering or other numerical biased field from a reputable university or
  college
• Certification in ITIL
• Any other IT certification is added advantage
• One year of technical experience supporting IT Service desk in
  medium to large organizations
• Knowledge of Banking systems is added advantage
• Broad knowledge and experience of ICT systems management
• Ability to troubleshoot and resolve simple network problems, install
  and operate Operating systems and maintain IT documentation.
• Exceptional oral and written communication skills with the ability
  to communicate clearly and persuasively, interpret documents, understand
  procedures, write reports and correspondence; speak clearly to third
  parties and employees.
• Self-motivated team player with the ability
• Positive attitude under stress conditions.
• Good Technology Troubleshooting skills
• Active Listening
• Planning and Organization
• Critical Judgement and Decision-Making
• Good Communicator – Presents ideas effectively, clearly and
  concisely both orally and in writing.
• Interpersonal Skills – Create a culture of continuous development
  and ownership with self and the team
• Inspire Commitment –Actions and behaviours are consistent with
  words.
• Self-Development – Pursues positive change in self and
  organization.  Drives own personal
  development plan.

How to Apply:

All candidates who
so wish to join the banking sector in the aforementioned capacity are
encouraged to send their applications with detailed CVs including present
position and copies of relevant professional/academic certificates (University
Transcript, O & A level) to: Vacanciesbank@dfcugroup.com

Deadline: 9^th May 2019

NB: dfcu
Bank does not solicit/accept payment in cash/kind from prospective candidates
in exchange for shortlisting or job placement. Any candidate who engages in
this kind of transaction is aiding and abetting fraud and will be automatically
disqualified.

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