Diamond Trust Bank Tanzania is seeking an ITSM Analyst to provide responsive onsite and remote technology support to employees, improve operational efficiency through reliable IT services, and help safeguard the bank's systems and data.
The role reports to the Head – ITSM & ITDR and covers end-user support, incident and service request management, ITSM administration, endpoint support, asset management, CMDB maintenance, and continuous service improvement.
Key Responsibilities
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Provide onsite and remote IT support, including employee onboarding, offboarding, transfers, account administration, hardware and software deployment, and troubleshooting.
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Log, prioritize, and resolve incidents, service requests, problems, and changes through the ITSM platform in line with SLAs, ITIL practices, and approved procedures.
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Support desktops, laptops, printers, mobile devices, telephony, network connectivity, and business applications to minimize service disruption.
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Administer ITSM workflows, service catalogues, knowledge bases, operational reports, and system data quality.
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Deploy standard workstation images and maintain endpoint security.
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Ensure software and business applications remain supported and up to date.
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Maintain accurate IT asset inventory and Configuration Management Database (CMDB) records throughout the asset lifecycle.
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Support office and branch technology projects.
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Coordinate with internal teams and vendors to resolve technology and service issues.
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Analyze service trends and contribute to continual service improvement.
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Prepare relevant IT documentation and operational information.
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Travel to business locations when required.
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Perform other related ITSM and operational duties as assigned.
Requirements
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Bachelor's degree or equivalent in Computer Science, Information Technology, or a related academic field from a recognized higher learning institution.
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One to two years of relevant Information Technology experience.
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Sound technical knowledge of IT systems, equipment, and end-user support processes.
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Ability to deliver quality work within agreed timelines.
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Strong verbal and written communication skills.
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Ability to manage multiple tasks and assigned workloads effectively.
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Ability to work independently and collaboratively within a team.
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Adaptable, proactive, and open to new ideas and responsibilities.
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Ability to support users across different levels of technical proficiency.
