Analyst (Service Desk), Service Delivery - Contractual

Job Role / Responsibilities :

• Reporting to the Assistant Manager, Information Technology you will be responsible for the day to day running of the IT Service Desk, ensuring that customer / client satisfaction achieved. You will act as an ambassador for IT by developing and maintaining excellent working relationships with users across the organization. Also expected to maintain a professional, approachable, helpful and friendly attitude at all times.Specifically, you will be responsible for;
• providing technical assistance to all stakeholders globally and locally to all AKU entities via electronic and telephony communication
• acting as a single point of contact for the service delivery function of the IT Shared Services
• ensuring all requests via phone; voicemail; email and other methods, are recorded and handled in a professional, accurate and timely manner
• using strong technical diagnostic and problem solving skills to maximizing first line resolution of Service Desk enquiries and providing support and advice as required
• communicating with global and local users with providing effective support for various IT activities
• escalating and working closely with higher tiers and external service providers to ensure any incidents or problems are dealt with as effectively and quickly as possible
• monitoring and troubleshooting computer systems and networks
• providing supporting, including procedural documentation and relevant reports
• managing on-going relationships with the end users being responsible for contacting callers in order to close calls with accurate detail and gather feedback from the user.

Eligibility Criteria / Requirements : You should have :