Safaricom Engineer – IT Service Desk Jobs in Kenya

Safaricom Engineer – IT Service Desk Jobs in Kenya


Description

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

    Detailed Description

  • Reporting to the Manager – IT Service Desk the position holder will provide first line user support and ensure service requests from internal users are fulfilled within defined SLA’s and ensure timely service delivery.

    Key Responsibilities

  • Address and deliver requested services and assist with general information or customer complaints within defined timelines.

  • Manage escalations from customers and ensure feedback is provided within defined timelines

  • Manage in-house 3rd party vendor(s)

  • 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.

    Qualifications

  • Degree in Computer Science or Information Technology.

  • Microsoft certification: MCSE, MCSA, MCP or MCITP.

  • ITIL V3/4 Certification or equivalent.

  • ICDL Certification.

  • A+ and N+ Certification – Hardware & Software.

  • Cisco Certification: CCNA.

  • 2-3 years’ experience in a Service Desk or User Support environment.

  • Experience in managing escalations using defined OLAs & SLAs.

  • Experience in managing 3rd Party Vendors.

  • Operational Level Agreements and Service Level Agreements Management.

    How to Apply

  • For more information and job application details, see; Safaricom Engineer – IT Service Desk Jobs in Kenya


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