JOB PURPOSE

IT Service Desk function acts as a single point of contact between IT department and the business units for all incidents, service requests, change notifications and any other necessary communications.

The Service Desk Analyst will report to the Client Services Manager – IT, and will work closely with other members of the IT department to support all end users (Head Office Staff and branch users).

KEY RESPONSIBILITIES

IT Support

• Provide first level support for all hardware and software issues logged by users.
• Advise and educate users on appropriate action.
• Follow standard service desk procedures.
• Install and support user applications such as Office 365, Windows Operating system and Sidian Bank Applications.
• Work with IT suppliers as needed.
• Project work that involves first level support for new systems.

IT Service Management

• Log all service desk interactions and document issue resolution using the ITSM system.
• Identify and effectively prioritize situations requiring urgent attention.
• Consistently monitor the status of all logged incidents and requests and escalate to a higher resolution level when service level agreements are in breach.
• Escalating recurring incidents to Problem Management where the PM team will conduct a root cause analysis and find an ultimate solution to the incident.
• Maintain accurate inventory of all hardware and software resources and parts.
• Escalate incidents/service requests that cannot be resolved.

IT Communication and Relationship Management

• Acts as a single point of contact between the IT department and the business units for all incidents, service requests, change notifications, and any other necessary communications.
• Issue timely communication and status updates for critical and high incidents.
• Maintain excellent communication with all end users and other members of the technology department.

Risk & Compliance

• Attend training and maintain knowledge of and comply with all bank policies and procedures including Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules and regulations.
• Participate or undertake Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing bank programs on a regular basis e.g. taking attestations, self-assessment tests, filling in compliance questionnaires as required.
• Comply and not to knowingly participate or assist in any violation of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or internal policies, procedure and guidelines.
• Report suspected money laundering cases to their respective heads of units or to the Money Laundering Reporting Officer as soon as such incidents occur immediately with a clear basis of suspicion.
• Avoid Misrepresentation and Malicious Reporting – knowingly making a false, fictitious or fraudulent representation e.g. statement, report, document.
• Avoid Tipping Off customers being investigated so as not to knowingly prejudice an investigation by disclosing information.
• Not provide advice or other assistance to individuals who attempt to violate or avoid Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or corporate policies.
• Respond to all AML/CFT/CPF queries when requested by the Compliance Unit to allow the bank to comply with the requirements of The Anti-Money Laundering and Combating Financing of Terrorism Amendment Act.
• Co – operate fully with regulators and law enforcement agents and make available required documents and information.

DECISION MAKING AUTHORITY

• Closure of incidents within SLA and follow up of escalated matters to closure.
• Escalation of recurring incidents to senior management after conducting a RCA.
• Enhancing operation excellence through exemplary quality of service.

REQUIREMENTS

ACADEMIC BACKGROUND

• University degree in Information Technology or Computer Science from a recognized university.

WORK EXPERIENCE

• A minimum of two (2) years working experience in IT and at least one (1) year of banking experience.
• Knowledge and experience on IT Service Desk practices

SKILLS & COMPETENCIES

• Able to work under pressure and meet deadlines.
• Attention to details.
• Able to manage priorities and tasks and time efficiently and demonstrate proactive approach to daily tasks.
• Good communication skills.

PROFESSIONAL CERTIFICATION REQUIRED

• Preferably ITIL Foundation certified