IT Service Desk Engineer

JOB DESCRIPTION

We are pleased to announce the following opportunity in Service Management Department within Technology Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Brief Description

Reporting to the IT Service Desk Manager, the position holder will provide first line user support and ensure service requests from internal users are fulfilled within defined OLAs, SLAs and ensure timely service delivery.

Key Responsibilities

• Address and deliver requested services and assist with general information or customer complaints within defined timelines.
• Quality resolution of request fulfillment as per SLA.
• Manage escalations from customers and ensure feedback is provided within defined timelines.
• Provide performance reports and identify gaps aimed at improving services.
• Document and review quarterly the processes, procedures and work instructions for Internal User Service Requests.
• Participate in Projects implementation. Support automation initiatives within the function.
• Documentation of work instructions for the repository and request fulfillment policy implementation to enhance simplicity and speed.
• Improve Service Desk support delivery and liaise with other sections / departments in the delivery of support services as well as maintain good working relations between the team and all stakeholders

Qualifications

• Degree in Computer Science or Information Technology related course.
• Work experience of 2-3 years in a Service Desk or End User Support environment.
• Knowledge of ITIL framework and service management principles: ITIL Foundation Certification.
• Cisco: CCNA
• Microsoft: MCSE
• A+/N+ Certification-Hardware & Software.
• Project Management Experience/qualification
• Excellent technical troubleshooting skills
• Flexibility and adaptability to changing technologies and work environments.
• Effective communication and customer handling skills.
• Ability to work well under pressure and meet deadlines.
• Attention to detail and accuracy in documentation and reporting.
• Familiarity with remote desktop support tools and techniques
• Commitment to continuous learning and professional development
• Basic experience with automation tools and programming language(s) is an added advantage

How To Apply

If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on the recruitment portal and then Click on the apply button. Remember to attach your resume.

Responsibilities

Key Responsibilities

• Address and deliver requested services and assist with general information or customer complaints within defined timelines.
• Quality resolution of request fulfillment as per SLA.
• Manage escalations from customers and ensure feedback is provided within defined timelines.
• Provide performance reports and identify gaps aimed at improving services.
• Document and review quarterly the processes, procedures and work instructions for Internal User Service Requests.
• Participate in Projects implementation. Support automation initiatives within the function.
• Documentation of work instructions for the repository and request fulfillment policy implementation to enhance simplicity and speed.
• Improve Service Desk support delivery and liaise with other sections / departments in the delivery of support services as well as maintain good working relations between the team and all stakeholders

Qualifications

ABOUT US

We are the leading telecommunication company in East Africa. Our purpose is to transform lives by connecting people to people, people to opportunities and people to information. We keep over 42 million customers connected and play a critical role in the society, supporting over one million jobs both directly and indirectly while our total economic value was estimated at KES 362 Billion ($ 3.2 billion) for the 12 months through March 2021. We are listed on the Nairobi Securities Exchange (NSE) and with annual revenues of close to KES 298 Billion ($2.5 billion) as at March 2022. We were founded in 1997 as a fully owned subsidiary of Telkom Kenya before a 40 percent acquisition by Vodafone Group PLC in May 2000, and a public offering of 25 percent shares through the NSE in 2008. Under the management of Vodafone Group PLC, we welcomed Michael Joseph, as our first CEO, a few months later in July of 2000. He led the company’s growth to accommodate 16.71 million subscribers from the previous 20,000, largely owing to innovative products like M-PESA in 2007.