Betika IT Jobs in Accra
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Job Purpose
The ICT Support Analyst will be part of the international ICT Team and is expected to handle assigned 1st and 2nd Level support responsibilities. The ICT Support Analyst will report into and work within the Service Management Team at the Head Office. He/She will work closely with vendors and members of the ICT/Technology departments to maintain service levels for services within their scope, which shall include applications, end services and infrastructure.
The role holder will be a high-performing individual who is process-oriented, customer-focused and has a passion for technology.
Key Responsibilities
- In collaboration with the Corporate ICT Lead provide 1st Level Support Services to users and services in the company including request fulfillment, access management, incident resolution, escalation and executing appropriate workarounds for problems,
- Training, advice and guidance of users within the office.
- Install, configure, test, maintain and decommission technology within the operation.
- Timely resolution of incidents related to Call Center and MNO Integration (e.g. SMS/USSD/Short codes).
- Collaborate with the appropriate resolver groups locally and Head Office to ensure 2nd Level Support actions are closed within SLA and ensuring that problem management and root cause analysis activities are completed.
- Support the Corporate ICT Lead on ICT and Technology project implementations and change activities in Tanzania operations.
- Regular reporting, monitoring of services and carrying out proactive actions to ensure continuous service improvement.
- Work in collaboration with the Corporate ICT Lead being the technical point of contact for vendors and partners in country as and when required.
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- Responsible for keeping relevant documentation and configuration information up to date on company document repositories and service management tools as per policy.
- Ensuring technology deployed in Tanzania is compliant with applicable company procedures, standards and policies.
- Provide technical support and troubleshooting for application-related issues, ensuring timely resolution and minimal disruption to business operations.
- Ensure compliance with relevant industry regulations and standards, such as data privacy and security regulations.
- Implement and maintain risk management procedures to protect the company's applications and data.
- Conduct regular audits and assessments to identify and mitigate potential risks.
- Ensure that up to date ICT policies, processes and procedures as well all systems changes are documented.
- Train staff on ICT policies, processes and procedures
Competencies
- Proficient in troubleshooting and resolving application issues.
- Ability to interpret user feedback and translate it into actionable improvements.
- Capable of handling multiple projects concurrently while adhering to deadlines.
- Flexible and responsive to evolving support needs and priorities.
- Excellent outstanding interpersonal and communication skills for effective team and stakeholder interaction.
- Excellent problem-solving skills
- Ability to communicate effectively with other staff and other stake holders.
- Communication skills including proficiency in both written and spoken English
- Collaboration ability to work with cross functional teams
- Demonstrate a high level of agility, flexibility and self-drive
Work Experience Required
- A minimum of four (4) years’ experience in ICT Support, experience working with an international support team is an added advantage.
- Proven working experience in installing, configuring and troubleshooting on both Windows and Linux based environments and networks.
- Experience with virtualization and N-computing
- Experience in Service Provider Value Added Service (SMS/USSD/Short codes services) management.
- Experience with monitoring systems and call center environments
- Solid networking knowledge (OSI network layers, TCP/IP)
Academic Qualifications
- Bachelor’s degree in computer science, information systems, or a related field
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Professional Qualifications / Membership to Professional Bodies/ Publication
- ITIL Certification (Foundation Level) is required
- CCNA/CCNP is an added advantage.
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