Kenya Revenue Authority Supervisor – ICT Service Support Jobs in Kenya
Kenya Revenue Authority Supervisor – ICT Service Support Jobs in KenyaJob SummaryThe job holder is responsible for coordinating and overseeing resolution of incidents by 2nd line Service Support team.
Provide next escalation level of ICT Support Officers.
Prepare work schedules for 2nd line Support teams
Generate reports to show periodic Work Tickets and their resolution status
Set performance targets for ICT Regional staff in their respective Regions and ensues their achievements.
Act as interpersonal relationship between 1st line and 2nd line support teams.
Review and documents impact of delay to restoration of services to business
Report and documents unacceptable time lag to restoration of IT services.
Ensure and monitor Incidents resolution and services recovery by officers supervising.
Coordinate and ensures undertaking of equipment preventive maintenance services in respective Regions.
Ensure maintenance of updates IT equipment inventory in respective Regions.
Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or any other IT related field.
At least two (2) of the following Certifications: CompTIA A+, CompTIA N+, ICDL, MCSA, MCSE
Desired Certifications or Training
Supervisory or Management Training
Customer Care Training
Relevant Work Experience Required
For a degree holder you must have worked in a busy IT environment for at least three (3) years.
Experience in managing and monitoring Service Requests escalations and adhering to KPIs.
Skills in desktop/office software and operating systems
Knowledge of desktop hardware troubleshooting and repair
Knowledge of Domain Controller and networks
Skills in asset management
Excellent listening and questioning skills, combined with the ability to interact
confidently with users to establish what the problem is and explain the solution
Ability to work well in a team
Problem solving skills
Strong customer focus
Ability to priorities workload
How to Apply
For more information and job application details, see; Kenya Revenue Authority Supervisor – ICT Service Support Jobs in Kenya
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