Service Desk Engineers at NCBA Group

Job Purpose Statement

The Service Desk Engineer role is responsible for the provision of ICT support to the Core Banking Systems and other Business systems by providing technical assistance, analysis and first level solutions to issues reported. Incident Management process in line with ITIL principles by providing 1st Line Support to logged incidents and within the agreed SLA in order to meet varying needs of the business. Service/Support Request Fulfilment process in line with ITIL principles by attending to service/support requests within the agreed SLA in order to meet varying needs of the business.

Key Accountabilities (Duties and Responsibilities)

Incidents Management 40% 

• Single Point of Contact (SPOC) for all IT related interactions with internal and external users and/or partners.
• Providing 1st level support for incidents received and ensure timely feedback to users on progress of incidents resolution.
• Ensure that all incidents that are logged in the incident management system, are escalated appropriately and feedback is provided to users continuously from analysis to when the issue is
• eventually resolved.
• Ascertain nature of incidents and correctly assign to appropriate support units for resolution.

Communication 20%

• Management and ownership of incidents throughout their lifecycle while ensuring there’s regular and timely feedback to users on
• progress of incidents resolution.
• Providing management information on IT service provision and
• producing associated reports.

Monitoring 20%

• Perform day-to-day administration duties across the Core Banking and Business systems platforms so as to ensure system stability and consistent levels of service delivery. Ensure systems availability in line with the agreed SLAs.
• System Reporting 20% Extract, compile and circulate data required by business units for reporting based on the required frequency i.e. either daily, weekly or monthly.
• Escalate incidents to the 2nd Level support team (Support Operations Officers) when much deeper analysis is required

Ideal Job Specifications

• A Bachelor’s degree in Computer Science, Information Technology or related field.
• A Bachelor’s degree in Computer Science, Information Technology or related field.
• ITIL Foundation certificate would be an advantage