Full time Offered Salary :

Senior Service Desk Analyst at Equity Bank Kenya

Email Job
  • Share this Job :
Bottom Promo

Job Description

  • The Senior Service Desk Analyst is responsible for leading the Service Desk shift in receiving, processing and resolution of ICT users’ incident reports and service requests and maintain 24×7 Operation.


Job Responsibilities/ Accountabilities:

  • As the Shift Team Leader, they have to ensure the team carries out proper logging of service requests, and incidents via phone, web, mail, or any other authorized means.
  • Continuous improvements of the performance of his/her shift.
  • Build competencies and impact knowledge on relevant technical concepts.
  • Authentication of requester and of approvals where applicable.
  • Log in tickets.
  • Categorization of Service Requests
  • Prioritization of Incidents.
  • Qualifies Incident as covered by SLA.
  • Qualify that services are in the Service Catalogue
  • Logging tickets in the ticketing system take ownership and follow up to closure.
  • Assign tickets to the respective groups/ individuals.
  • Ensure Provision of the incident report with ticket closure of P1 incidents
  • Resolution of tickets assigned and closure within the working shifts
  • Service Provision as per SLAs
  • To provide first level support to users with IT support issues.
  • Use available resources to resolve incidents (people, tools and processes).
  • Incident ownership, follow-up and closure.
  • Ensures that the Business Users agrees that the resolution provided addressed their needs prior to Incident closure.
  • Escalation of incidents and requests that require expert input directly to the Senior Service Desk Analyst and the SME.
  • Providing notifications input
  • Daily/shift reports as per shift responsibility.
  • Provision of the incident reports with ticket closure and Daily/shift reports as per shift responsibility

Essential Knowledge

  • Proficiency in MS Office.
  • Proficiency in computing principles.
  • Prior experience working with Service and Incident Management applications such as Remedy, Smarts, Voyence, Spectrum, Siebel, Clarity, HP Service Management, Solarwinds or Clarify and other like OSS/BSS applications.
  • Understanding of NMS, Ticketing and Databases Tools.
  • Understanding of IT support tools.

Key Critical Competencies

  • Putting customers/business first; must have a passion for serving others.
  • Good and clear oral & written communication skills.
  • People skills.
  • Must be a team player; work well in a busy team, quick to learn and able to deal with a wide range of issues.
  • Good problem solving capabilities.
  • Ability to work with minimum or no supervision.
  • Forecasting, planning and thinking ahead.
  • Understanding information in different formats such as pictorial, verbal and print representations.
  • Performing through people.
  • Operating under pressure and tight deadlines & schedules.
  • Working in 24/7 shifts; must have a flexible attitude to working times or arrangements.
  • Strong analytical skills and able to collate and interpret data from various sources.
  • Able to manage relationships between several services providers contracted to provide services to ICT.
  • Capable of multi-tasking, good time management and prioritization of workload.


  • University degree or equivalent with a minimum of 1 years’ Service Desk experience.
  • Knowledge of Technical, IT, Service Desk systems and procedures
  • Experience in the Banking hardware and software.

Ability to solve different support problems including those that cannot be resolved using typical methods.

  • ITSM (ITIL) Certificate / Trainings or equivalent training.
Bottom Promo