Summary
Date Posted: Thursday, October 20, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Service Desk Analyst
Job Purpose
• Manage and provide end-to-end IT operational support of all business systems, office automation, end-user computing, hardware, and software for business users in the Rwanda regional office.
• Participate in the daily operations of the group service desk and support services in accordance with the SLA organization’s needs in liaison with the head office.
• Participate in the various user productivity tools and office automation initiatives. This position will also be responsible for after-hours support to coincide with our support schedules.

Role Requirements
Key Activities / Decision Areas
• Business and enterprise application systems support
• IT Service Desk operations
• Resolves support tickets and issues
• Communicates recurring support issues to management
• Communicates with customers on efforts and resolutions to tickets and issues which improves customer relations and further develops IT/ customer confidence
• Participates in on-call duties that are shared among team members
• Office automation support and identification of requirements and ensuring customer satisfaction
• Drive adoption of various user productivity enhancement tools
• Maintain up-to-date and accurate information on the organization’s IT support assets
• Participation in assigned IT projects.
• Projects delivered as per the agreed project plans
• Managing user expectations. Periodic, planned proactive visits to internal customers with reports and requests auction within agreed timeframes.
• Enhance the customer experience by fostering an environment of service excellence
• Work collaboratively with peers to ensure solutions meet customer requirements.
• Generate incident and problem reports
• Weekly performance reports
• Trouble Tickets status reports
• Escalations Status Report

Role Dimensions
Key Outputs / Metrics
People Interfaces

• SLAs and SLAs evaluation reports
• Incident Reports
• Environment Performance Reports
• Operating Companies
• Local Suppliers/Vendors

Job Specification
Essential Role-related Knowledge, Technical Skills, Qualifications And, Experience
Qualification
• Bachelor’s Degree in Science/Engineering/Computer Science

The Following Certifications Are An Added Advantage
• Microsoft Certified Professional – MCP or Cisco certification – CCNA or
• User Support Specialist certification.
• ITIL Certification

Personal Attributes
• Excellent oral communication, listening, interpersonal, and written communication skills.
• Willingness to share knowledge with team members, superiors, and users.
• Excellent customer service skills, including the ability and willingness to communicate effectively and appropriately in an empathetic and understanding
• manner.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Self-starter with "can-do" attitude a must in a fast-paced business and technical environment
• Ability to work well independently and in a team environment
• Ability to learn and apply new trends and technology in IT

Essential Competencies
• Leading and Supervising: Provides team with a clear direction based on the overall strategy and objectives of the department; motivates and empowers others with a clear sense of purpose; creates a positive climate that fosters learning and development; acknowledges potential talent within the team; sets and articulates the vision and values through own personal behavior.
• Persuading and Influencing: Gains clear agreement and commitment from others; promotes the departmental strategy and objectives during team conversations; promotes ideas on behalf of the team and or department; makes a strong personal impact on others; takes care to manage the team’s impression and brand on others.
• Presenting and Communicating Information: Speaks fluently; expresses opinions, information, and key points of an argument clearly; response; quickly to the needs of an audience and to their reactions and feedback; projects credibility.
• Adhering to Principles and Values: Upholds ethics and values; demonstrates integrity; encourages team and individual responsibility towards the community and the environment.
• Analyzing numerical data and all other sources of information, to break them into component parts, patterns and relationships; probes for further information or a greater understanding of a problem; making rational judgments from the available information and analysis; demonstrating an understanding of how one issue may be a part of a much larger system.
• Planning and Organizing: Sets clearly defined team objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and orgaorganizesources needed to accomplish tasks; manages time effectively; monitors team performance against deadlines and milestones.
• Delivering Results and Meeting Customer Expectations: Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic methodical and orderly way; consistently achieves project goals. Skills And Experience
• 5+ years’ experience in Applications support, Network or System administration environment
• Hands-on desktop hardware troubleshooting experience.
• Working technical knowledge of current protocols, operating systems, and standards
• Familiarity with Support Ticketing Systems
• Strong customer-service orientation.
• Proficiency in working with office productivity tools.
• Technical proficiency with SQL, PL/SQL tools

Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

Job application procedure
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