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SERVICE DESK & OPERATIONS ANALYST at Britam, Kigali, Rwanda - CLOSE: 08/12/2017 Kigali


SERVICE DESK & OPERATIONS ANALYST at Britam, Kigali, Rwanda - CLOSE: 08/12/2017 Kigali






VACANCY:                             SERVICE DESK & OPERATIONS ANALYST


REPORTING TO:                  CHIEF ACCOUNTANT


Britam is a leading diversified financial services group, listed on the Nairobi Securities Exchange. The Group has interests across the East African Region and offers a wide range of financial products and services in Insurance, Asset Management, Banking and Property. The product range includes, life, health and general insurance, pensions, unit trusts, investment planning, wealth management, off-shore investments, retirement planning, discretionary portfolio management, property development and private equity.


We wish to fill the above position in our Rwanda Subsidiary – Britam Insurance Company (Rwanda) Ltd. 


Preferred candidate Rwandese national












































































ROLE REQUIREMENTS



Key Accountabilities



Key Activities / Decision Areas



Support Operations (Systems & Infrastructure)



 




  • Business and enterprise application systems support

  • IT Service Desk operations

  • Resolves support tickets and issues

  • Communicates recurring support issues to management

  • Communicates with customers on efforts and resolutions to tickets and issues which improves customer relations and further develops IT/ customer confidence

  • Participates in on-call duties that are shared among team members



Office Automation



 


 


 




  • Office automation support and identification of requirements and ensuring customer satisfaction

  • Drive adoption of various user productivity enhancement tools



IT Assets Inventory



 




  • Maintain up to date and accurate information on the organization IT support assets



IT Projects



 




  • Participation in assigned IT projects.

  • Projects delivered as per the agreed project plans



Management of Internal customers



 


 




  • Managing the user expectations. Periodic, planned proactive visits to internal customers with reports and requests auction within agreed timeframes.

  • Enhance the customer experience by fostering an environment of service excellence

  • Work collaboratively with peers to ensure solutions meet customer requirements.



Reporting & Analysis




  • Generate incident and problem reports

  • Weekly performance reports

  • Trouble Tickets status reports

  • Escalations statusReport



ROLE DIMENSIONS



 



Key Outputs / Metrics



People Interfaces



 




  • SLAs and SLAs evaluation reports

  • Incident Reports

  • Environment Performance Reports


 




  • Operating Companies

  • Local Suppliers/Vendors


 



 



PERSON SPECIFICATION



 



Essential role related knowledge, technical skills, qualifications and experience



 



Qualification



  • Degree in science/Engineering/Computer Science


 The following certifications are an added advantage:



  • Microsoft Certified Professional – MCP or Cisco certification – CCNA or

  • User Support Specialist certification.

  • ITIL Certification


Skills and Experience



  • 4+ years’ experience in Applications support, Network or System administration environment

  • Hands-on desktop hardware troubleshooting experience.

  • Working technical knowledge of current protocols, operating systems, and standards

  • Familiarity with Support Ticketing Systems

  • Strong customer-service orientation.

  • Proficiency in working with office productivity tools.

  • Technical proficiency with SQL, PL/SQL tools


Personal Attributes



  • Excellent oral communication, listening, interpersonal, and written communication skills.

  • Willingness to share knowledge with team members, superiors, and users.

  • Excellent customer service skills, including the ability and willingness to communicate effectively and appropriately in an empathetic and understanding manner.

  • Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.

  • Self-starter with "can-do" attitude a must in a fast-paced business and technical environment

  •  Ability to work well independently and in a team environment

  • Ability to learn and apply new trends and technology in IT



 



 ESSENTIAL COMPETENCIES:



 



Leading and Supervising: Provides team with a clear direction based on the overall strategy and objectives of  the department; motivates and empowers others with a clear sense of purpose; creates a positive climate that fosters learning and development; acknowledge high potential talent within the team; sets and articulates the vision and values through own personal behaviour.


Persuading and Influencing: Gains clear agreement and commitment from other; promotes the departmental strategy and objectives during team conversations; promotes ideas on behalf of the team and or department; makes a strong personal impact on others; takes care to manage the team’s impression and brand on others.


Presenting and Communicating Information: Speaks fluently; expresses opinions, information and key points of an argument clearly; responds quickly to the needs of an audience and to their reactions and feedback; projects credibility.


Adhering to Principles and Values: Upholds ethics and values; demonstrates integrity; encourages team and individual responsibility towards the community and the environment.


Analysing: Analyses numerical data and all other sources of information, to break them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgements from the available information and analysis; demonstrates an understanding of how one issue may be a part of a much larger system.


Planning and Organising: Sets clearly defined team objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish tasks; manages time effectively; monitors team performance against deadlines and milestones.


Delivering Results and Meeting Customer Expectations: Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic methodical and orderly way; consistently achieves projects goals.



 



If you believe you are the right candidate for the above position and can clearly demonstrate your ability to meet the criteria, please submit your online application to us on or before 8th December 2017, at http://careers.britam.com





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Category ICT & Electronics Jobs
Published date 28/11/2017
Views 1237
Country Rwanda
Seller:


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