Background

As one of the largest insurers and financial services companies in East Africa, we have decades of experience in helping discerning individuals protect and create their wealth. But that’s not all. We also keep an eye firmly on the future, using innovation to craft financial products and services that we know you need in today’s constantly changing world....

The ICEA LION Group is seeking an experienced Support Analyst to join the Applications Team. Reporting to the Head of Applications, the Support Analyst will be responsible for providing second level response and support to users of the company’s ICT resources. This includes efficient use of software programs, troubleshooting applications, maintenance of production applications and some aspects of user training.

Key Responsibilities

• Provide second line support for incidents and service requests, log and respond to all service requests from system users, including site visits or through remote access tools
• Carry out initial diagnosis on all logged issues/incidents, take appropriate steps to resolve or escalate to appropriately, and accurately record the incident details and any actions taken within the Service Desk software
• Proactively keep the user informed of any progress and ensure user satisfaction/acceptance before closure
• Monitor corporate systems within their domain and carry out proactive support and maintenance
• System Administration – creating users accounts, assigning privileges, permissions & access control
• Ensure the confidentiality, integrity and availability of corporate information assets and systems. Where appropriate ensure preventative measures are undertaken to mitigate the risk of a security incident or exception
• Adhere to published and operational ICT policies and procedures at all times and ensure that ICT services are delivered in line with relevant legislation and company policies
• Make recommendations for improvements to support services and procedures and make additions and enhancements to the Knowledge database
• Assist in the maintenance and control of ICT logs, registers, and documentation
• Collaborate with other ICT staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes
• Implement and adhere to regular systems maintenance policies and procedures, including change request mechanisms and update schedules to ensure optimum uptime and service availability
• Conduct research on software systems products to justify recommendations and to support purchasing efforts and participate in system acquisition process when necessary
• Create and maintain documentation as it relates to system configuration, mapping, and processes
• Create and maintaining best practice policies and procedures for business users; ensuring that there are adequate controls, and that all service improvements are managed effectively and meet the needs of the organization
• Undertake such other duties as may be required from time to time that reasonably fall within the scope and grade of the post

Qualifications

• Professional qualifications such as MCSE/ MCSA/ ITIL/ LINUX/ UNIX
• At least 5 years Technology experience with hands on experience in:
  • Computing platforms, operating systems, and databases
  • Application software installation and support
  • Quality assurance in relation to large & complex computer systems, applications & databases
  • Experience in methods & techniques for installation, administration, monitoring, upgrading and problem resolution of central application software systems
  • Knowledge and experience in basic budgeting, contracting, purchasing practices, policies, and procedures in an IT environment
  • Exceptional communication, presentation, and customer relationship skills.
  • Previous experience in ICT support

Education

• Bachelor’s Degree in Information Systems, Information Technology or related field

• Provide second line support for incidents and service requests, log and respond to all service requests from system users, including site visits or through remote access tools
• Carry out initial diagnosis on all logged issues/incidents, take appropriate steps to resolve or escalate to appropriately, and accurately record the incident details and any actions taken within the Service Desk software
• Proactively keep the user informed of any progress and ensure user satisfaction/acceptance before closure
• Monitor corporate systems within their domain and carry out proactive support and maintenance
• System Administration – creating users accounts, assigning privileges, permissions & access control
• Ensure the confidentiality, integrity and availability of corporate information assets and systems. Where appropriate ensure preventative measures are undertaken to mitigate the risk of a security incident or exception
• Adhere to published and operational ICT policies and procedures at all times and ensure that ICT services are delivered in line with relevant legislation and company policies
• Make recommendations for improvements to support services and procedures and make additions and enhancements to the Knowledge database
• Assist in the maintenance and control of ICT logs, registers, and documentation
• Collaborate with other ICT staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes
• Implement and adhere to regular systems maintenance policies and procedures, including change request mechanisms and update schedules to ensure optimum uptime and service availability
• Conduct research on software systems products to justify recommendations and to support purchasing efforts and participate in system acquisition process when necessary
• Create and maintain documentation as it relates to system configuration, mapping, and processes
• Create and maintaining best practice policies and procedures for business users; ensuring that there are adequate controls, and that all service improvements are managed effectively and meet the needs of the organization
• Undertake such other duties as may be required from time to time that reasonably fall within the scope and grade of the post

• MCSE
• MCSA
• ITIL
• LINUX
• UNIX
• Computing platforms
• Operating systems
• Databases
• Application software installation and support
• Quality assurance in relation to large & complex computer systems, applications & databases
• Methods & techniques for installation, administration, monitoring, upgrading and problem resolution of central application software systems
• Basic budgeting
• Contracting
• Purchasing practices, policies, and procedures in an IT environment
• Exceptional communication
• Presentation skills
• Customer relationship skills
• ICT support

• BA/BSc/HND
• Professional Certificate
• MCSE/ MCSA/ ITIL/ LINUX/ UNIX
• Bachelor’s Degree in Information Systems, Information Technology or related field