REVENUE SERVICE LESOTHO
Job Title: Service Desk Analyst
JOB PURPOSE:
To provide first line support to internal and external users, assign incidents and requests accordingly to enhance service delivery
Duties and Responsibilities:
End-User Support:
• Log end users’ IT requests and incidents
• Perform first-line diagnostics to identify appropriate interventions of incidents and problem solving where possible
• Assign and escalate Incidents and Requests accordingly to ensure resolution
• Provide guidance to users in the use of hardware and applications, its functionality, correct operation and constraints for optimum utilization of resources
• Implement service level agreements in order to enhance service deliver
• Update the database for the resolution of subsequent faults and incidents for future use and reference
• Provide user documentation for ease of reference
• Ensure proper filing of user access forms
Monitoring & Control:
• Implement the Incident Management and other relevantprocesses within the service management framework to
ensure consistency in their application
• Monitor incidents and problems throughout their life cycle, and close all resolved incidents and fixed problems respectively
• Keep record and report on recurring problems and incidents
• Review, identify and analyze problem trends
• Maintain inventory of problems under analysis and their current progress and status
Reporting:
• Provide monthly and quarterly reports on implementation of sectional initiatives for accountability and performance monitoring
• Compile a report of all recorded, problems, incidents and requests including basic call trend analysis
Work Conditions:
• National Travel
• Sitting
• Electronic mail
• Extended hours
• Meetings/Workshops
• Work from home
JOB SPECIFICATIONS:
Qualifications:
• Diploma in Computer Science/ Information Technology/ Information Systems or related field
Experience:
•One (1) year relevant work experience
Training:
• Customer care
• ITIL Foundation
• Agile methods
• Information Security Policies
• IT Systems and Applications
Professional certification:
Any relevant and recognized professional certification
Core Competencies:
Behavioural Competencies:
• Strong customer service ethics
• Listening skills
• Problem solving
• Critical thinking
• Emotional intelligence
• Empathy
• Agile & Innovative
• Ethical
Functional Competencies (Technical):
• Knowledge of computer hardware and software
• Basic skills in Microsoft office applications
• Data Analytics
To apply:
Send your applications via email: [email protected]
Application Form: https://rb.gy/c1i91
For Full job description: https://rb.gy/h5xmi.
Please note that hard copy applications and applications not in prescribed forms will not be accepted. The deadline for applications is on Friday, 28th July 2023. Incomplete or late applications will not be considered