Service Desk Analyst
Maviance, Cameroon
Job Description
Maviance PLC is a digital financial services provider that builds, operates and grows a fintech platform that focuses on increasing and facilitating access to digital financial services to people, companies and government entities across Cameroon and the CEMAC region. Maviance PLC is part of the Maviance Group which consists of sister companies in Germany, France and the UK. Maviance Group is specialized in delivering customized solutions and value-added services as well as industry specific web and mobile solutions for telecom, utilities and financial institutions, businesses and governments, with a key focus in emerging economies
Maviance PLC is engaging in its expansion phase in Cameroon and within the CEMAC (Central African) region with the goal of establishing the company as the #1 leading player in the Fintech and Digital Financial space.
To help us grow into the company that can bring meaningful change to the way people get access to great financial products and services, we are actively looking for bright, talented, driven people who are excited by our mission. If this sounds like a great way to spend your valuable time, then please get in touch with us.
The Role
We seek a self-motivated and energetic Service Desk Analyst. They will work with the Head of Customer Support and other Analysts to resolve general back office customer calls amp; technical issues reported by our partners or detected internally and to ensure that support calls and help desk tickets are dealt with promptly and appropriately. Further to this, they will participate in the continuous learning of the organization through documenting novel issues and appropriate steps for their resolution.
The Service Desk Analyst should have experience in Telco/ICT customer support environments. They will be required to provide valuable input into the improvement of services through network amp; service monitoring and to proactively problem-solve to avoid similar issues re-occurring by applying best-practice when resolving customer issues. They will work closely with the team of current Partner Support Analysts in customer-query management and issue resolution.
The position will be based in Douala - Cameroon.
Working hours
- Weekly : From 4 pm to 9 pm
- Weekend : From 8 am to 5 pm
Your main duties and responsibilities for this role include:
- Monitoring system alerts and investigating abnormalities across the network reported by our monitoring systems
- Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
- Assign unresolved Incidents to appropriate Support Group
- Log all Incident/Service Request details, allocating categorization and prioritization codes
- Keep users informed about their Incidents’ status at agreed intervals
- Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
- Provide first-line investigation and diagnosis of all Incidents and Service Requests
- Verify resolution with users and resolve Incidents in ITSM tool
- Escalate Major Incidents to the Incident Manager
- Escalate Incidents at risk of breaching Service Level Agreement to the Incident Manager.
- Owns all Incidents and Service Requests throughout the lifecycle
Requirements
Skills and Competencies
MUST: Excellent command of English amp; French Language: Reading, Writing, Speaking
- Self-starter with natural curiosity for constant service improvement
- Ability to multitask in an environment with shifting priorities
- Ability to work autonomously in a highly demanding environment
- Solution oriented with solid problem-solving ability
- Strong bias towards action and proactive communication
- Willingness to perform at a level that exceeds expectation
- Ability to undertake their role with the highest level of integrity
Qualifications and Experience
- Diploma/Bachelor’s degree in a relevant field
- Certification in customer care-related courses is an advantage
- Previous experience on the use of various service desk tools
- Advanced technical help-desk experience, with network monitoring tools and methodologies advantageous
- 2 4 years of experience in a technical customer support role
Benefits
We are offering you an exciting and promising opportunity.
- Competitive salary
- Fast paced and dynamic environment, where you can make an impact
- Opportunity to work with leading technologies
- Growing global organization with a highly entrepre