Service Desk Analyst

Job description

The job holder's responsibility is to be a single point of contact for all IT Incidents for Barclays Bank of Botswana. The Job holder will also manage Incident process (end to end), Changes and Problems by ensuring there is a clear communications of all changes, problems and incidents with their corrective actions evidenced by documentation.

• Implement and follow effective Service Management disciplines, in line with ITIL guidelines.
• Ensure SLA's are followed and met, through the monitoring and reporting of targets and the undertaking of corrective action where necessary.
• Assist in resolutions of incidents that impact on service level targets, but which could not have been legislated for within the SLA.
• Play a major mart in the provision of advice and guidance on all aspects of SLAs.
• Maintenance of end-to-end Service Management processes; Incident Management, Escalation Management, Service monitoring and reporting.
• Ensure effective management of Help Desk Services which provides a single point of contact for all customer IT problems.
• Assist customers to resolve problems with service levels where the cause appears to be within their own area of responsibility (e.g. inadequate training).
• Assist the local management to translate the business vision and strategy in a local context, and ensure its realization through leadership and enthusiasm.
• Ensure Barclays Group standards and procedures are adhered to.
• Play a major role in ensuring that all Incidents go through Incident process as per Barclays Standards
• Coordinate all IT related incidents and their resolution
• Provision of Service desk stats.
• Make sure all Laser related incidents are attended to
• Update Laser on a daily basis

Desired profile

• Bachelor's Degree in IT related field
• Broad knowledge of IT Service Management and Control Techniques (ITIl Service Management essentials).
• Broad knowledge on all Banking Core applications and Operating Systems
• Broad knowledge on Microsoft Exchange
• Good communications skills
• Excellent customer service
• Good analytical skills