Vacancy for FINCA Nigeria for Service Desk Analyst

FINCA is a leading international Microfinance Institution offering financial services and products to small scale businesses that have been turned down by traditional banks, so that these businesses can start, grow, and diversify with resulting increases in family income, nutrition, employment and well-being.FINCA pioneered the “Village Banking method of credit delivery, now used by hundreds of organizations worldwide. Our programs reach low-income people in more diverse countries than any other microfinance provider.FINCA Nigeria is recruiting to fill the position of: Job Title: Service Desk AnalystLocation: Owerri, ImoSummaryFINCA Nigeria is recruiting to fill the position for Service Desk Analyst (SDA). The SDA reports directly to the Information Service Manager or as may be assigned.The SDA is responsible in the management of calls, incidents and orders, following the ITIL standards to resolve technical queries.The SDA shall provide support to customer raising issues with IT department and own the ability to learn technical concepts quickly in order to deliver world class customer service.Essential DutiesProvide an efficient single point of customer contact with IT regarding incidents and service requests through the available communication channels (phone, email, call management systems).Deliver first line IT support function and services (online) to the business. Online services include password reset, user accounts locking / unlocking, force user logouts, statement queue maintenance, process and general inquiries.Identify and collect sufficient information from customers regarding incidents and service requests through smart initial analysis.Ensures that all reported or identified incidents and service requests are logged into the relevant call management systems, in order of category, prioritized and assigned to the right resolver team, either internal or external, including vendors.Alert business and other relevant stakeholders of high impact incident through service exception alerts, service exception reports and the internal IT incident white board.Solicit for feedback and completion estimates from resolver groups and provide regular updates to customers regarding incidents and service requests.Identify and escalate approaching or crystallized SLA breaches regarding logged incidents and service requests.Ensure all relevant service desk processes and procedures are up to date by identifying process improvements where possibleDrive forward the continuous improvement of the Africa FINCA Services function by championing change and creating, amending and vetting the knowledge.

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