The Position

The Regional Technical Associates Analyst will be responsible for bridging the gap between Technology and the business using supporting mechanisms and act as a first-level bridge to business divisions, regional branches, international businesses, and mergers & acquisitions. They must articulate business technology gaps but also balance them against what is technologically feasible and financially and functionally reasonable.

Key Responsibilities

• Create Awareness of IT offerings/policies/processes/procedures to business divisions across the group
• Manager IT service surveys (carry out and follow up for resolution using Feedback)
• Visit Regional Branches Physically and assist resolve any Technology Related Issues at the Branch while on the ground with the support of other Tech experts at the Group Head office.
• Carry out basic training on the use of Technology Tools – such as ITSM, emails and access of documents in the Intranet / Share point/website.
• Share developments, key Initiatives, and Innovations that Technology is running with (Those already done and those in Progress) that have an impact on Regional Branches.
• Escalate any Technology Issues to the Relationship Managers that the End User Support person cannot resolve at the site.
• Share Feedback on areas of improvement and what Technology is doing right in supporting Branches- with the larger KCB Group Technology Team.
• Evaluate branch technology tools at the branch i.e., PCs, Server, Printers, Counter notes, Network equipment and server rooms
• Manage escalations pending from ITSM calls out of SLA.
• Offering 1^st Line Support

The Person

For the Regional Technical Associates Analyst position, the successful applicant should have the following:

• Bachelor’s degree in Computer Science, Business Technology, Statistics, or a related field of study.
• ITIL Foundation/ MCSA (Microsoft suite) certification.
• 3 years of progressive experience in IT.
• 3 years experience in at least two IT disciplines such as Networks, System Support -T24/CQ/BPM, Hardware maintenance
• 3 years prior working experience in a Support Environment
• 2 years experience in data analysis and management reporting.

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