dfcu Bank is a fast-growing Bank in Uganda offering a wide range of financial solutions to its chosen market segments. We are seeking to recruit for the position of IT Service Desk Analyst in our operations (COO) domain to support our expansion strategy.

REPORTING TO: IT Service Delivery Manager

JOB PURPOSE: Reporting to the IT Service Delivery Manager, the role holder will provide the IT Service Desk support through management and resolution of all calls at 1st Level and escalation as per 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.

LOCATION: Kampala

KEY ACCOUNTABILITIES:

• Provides 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.
• Run a smooth and effective user administration process.

• Log incidents, check progress and ensure all diagnostic information is provided.
• 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.

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

• 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 advise user of action taken.

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

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

QUALIFICATIONS, EXPERIENCE and COMPETENCIES REQUIRED:

• Minimum of 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.
• 1 year’s technical experience supporting IT Service desk in medium to large organizations.
• Knowledge of Banking systems is an 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.
• Ability to maintain a 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.