Service Desk Analyst

July 8, 2024

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Deadline date:

Job Description

Job Purpose:   

The Service Desk Analyst is responsible for receiving, processing and resolution of ICT users’ incident reports and service requests and maintain 24×7 Operation. 

Job Responsibilities/ Accountabilities: 

  • Receiving of service requests and incidents reports via phone, web, mail, or other authorized means.
  • Authentication of requester and of approvals where applicable.
  • Log in tickets.
  • Categorization of Service Requests
  • Prioritization of Incidents.
  • Qualifies Incident as covered by SLA.
  • Qualify that services are in the Service Catalogue
  • Logging tickets in the ticketing system take ownership and follow up to closure.
  • Assign tickets to the respective groups/ individuals.
  • Resolution of tickets assigned and closure within the working shifts.
  • Service Provision as per SLAs
  • To provide first level support to users with IT support issues.
  • Use available resources to resolve incidents (people, tools, and processes).
  • Incident ownership, follow-up, and closure.
  • Ensures that the Business Users agrees that the resolution provided addressed their needs prior to Incident closure.
  • Escalation of incidents and requests that require expert input directly to the Senior Service Desk Analyst and the SME.
  • Daily/shift reports as per shift responsibility.
  • Provision of the incident reports with ticket closure and daily/shift reports as per shift responsibility. 


Education Requirement:   

  • Bachelor’s Degree or HND in Computing / IT. 
  • Knowledge of Technical, IT, Service Desk systems and procedures. 


  • Minimum 1 year Service Desk experience or technical field officer (TFO) experience.
  • Candidate having experience in the hardware and software used by Equity Bank will be given priority. 
  • Candidate should be able to solve different support problems including those that cannot be resolved using typical methods.  


Professional Certifications / Additional Qualification:  

  • ITSM (ITIL) Certificate / Trainings.    

IT Knowledge:

  • Proficiency in MS Office. 
  • Proficiency in computing principles.  
  • Understanding of IT support tools. 
  • Proficiency in MS Office.  

Key Critical Competencies 

  • Putting customers/business first; must have a passion for serving others.
  • Good and clear oral & written communication skills. 
  • People skills. 
  • Must be a team player; work well in a busy team, quick to learn and able to deal with a wide range of issues.
  • Good problem-solving capabilities.
  • Ability to work with minimum or no supervision.
  • Forecasting, planning and thinking ahead. 
  • Understanding information in different formats such as pictorial, verbal and print representations. 
  • Performing through people.
  • Operating under pressure and tight deadlines & schedules.
  • Working in 24/7 shifts; must have a flexible attitude to working times or arrangements.
  • Strong analytical skills and able to collate and interpret data from various sources.
  • Able to manage relationships between several services providers contracted to provide services to ICT.
  • Capable of multi-tasking, good time management and prioritization of workload.
  • Ability to solve different support problems including those that cannot be resolved using typical methods. 


: Equity Group Holdings

Employment Type

: Regular

Job Level

: Non-Management

Job Shift

: Day Job

Job Posting

: Jul 6, 2024, 12:46:44 AM