Equity Bank, the region’s leading bank, aims to transform lives and livelihoods in Africa through modern and inclusive financial services. With nearly 9 million customers across Kenya, Uganda, Tanzania, Rwanda, and South Sudan, the bank is now seeking talented individuals to fill 8 Service Desk Analyst positions in its ICT Department.
The successful candidates will report to the Service Desk Manager and serve as the primary point of contact for business users with IT-related issues. Key performance indicators include customer satisfaction, compliance with incident management processes, first call resolution time, and first call resolution percentage.
Key Responsibilities ¶
- Handle authorized callers and authenticate them
- Create and update incident records
- Categorize and prioritize incidents
- Qualify incidents under the Service Level Agreement (SLA)
- Transfer incidents to the relevant second-level support
- Resolve incidents and provide technical communication to business users
Candidate Requirements ¶
- Mean grade of C+ in KCSE
- University degree in Computing/IT or equivalent
- Minimum 3 years of experience in IT, preferably in banking and finance
- Previous level 1 support experience is an asset
Desired Competencies ¶
- Understanding of overall IT services
- Knowledge of organizational structure and business-to-customer relationships
- Broad technical acumen and analytical abilities
- Customer-orientation with good communication skills
To apply, submit your application and detailed Curriculum Vitae to [email protected] by Saturday, 6th September 2014, quoting the job title on the subject line. Only shortlisted candidates will be contacted. Equity Bank is an equal opportunity employer valuing diversity and individual contributions.
