Support Analyst Jobs in Kenya

Support Analyst Jobs in Kenya


Our Client in the ICT industry is currently looking to hire an Application Support Analyst.

Business Purpose / Objective

  • Administration, maintenance and Tier II line support for the Group enterprise systems.
  • Responsible for maintaining, supporting, and upgrading existing systems and applications.
  • Reinforce quality standards and adherence to business best practice, adding value to business processes and significantly contributing to the operational excellence.
  • Ensures that all service level agreements (SLAs) for applications support services across the organisation are delivered according to specifications.

    Responsibilities

  • Provide first line and second line support and maintenance services to all enterprise systems. Escalates and sources expertise when necessary.
  • Proactive monitoring of various production systems for performance, availability, and other critical parameters
  • Ensure adequate monitoring systems that provide timely, accurate, real-time, and historical data on performance and other critical parameters
  • Maintenance and administration of the Group enterprise system
  • Ensure the enterprise systems is adequately sized to meet SLA’s with the business
  • Define and monitor data and application availability for the enterprise system
  • Document and update processes and procedures in use for the enterprise system
  • Providing and monitoring SLAs and OLAs
    Adequate communication to stakeholders on the state of any tickets assigned
  • Follow up and reporting on tickets escalated to third line support
    Testing new system functionality before deployment into production environments
  • Test the achievement of supportability requirements for delivered solutions
  • Approvals for acceptance tests

    Requirements

  • Degree in I.T
  • ITIL
  • Min 2 – 4 years in a similar position
  • Knowledge of insurance business and/or asset management will be an added advantage
  • Must be able to demonstrate a customer first approach to support
  • Natural aptitude for trouble shooting & problem solving
  • Have solid experience in a helpdesk or technical support environment
  • Highly organised and able to work on own initiative to complete the range of tasks required
  • Working knowledge of help desk software
  • The ability to liaise and communicate confidently and professionally with customer representatives at all levels
  • Ability to escalate problems to the appropriate IT group for resolution
  • Flexible and willing to work outside core business hours as required

    Key Competencies

  • Customer service orientation problem analysis problem-solving adaptability team interaction planning and organizing attention to detail

    How to Apply

  • All job applications can be made by sending an email of their CV to jobs@alternatedoors.co.ke with the subject of the email being the job they wish to apply for.By 21st December, 2018

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