Kenya Revenue Authority Supervisor – ICT Service Support Jobs in Kenya

Kenya Revenue Authority Supervisor – ICT Service Support Jobs in Kenya

Job Summary

  • The job holder is responsible for coordinating and overseeing resolution of incidents by 2nd line Service Support team.

    Key Responsibilities

  • 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.

    Academic Qualifications

  • Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or any other IT related field.

    Professional Qualifications

    Required Certifications

  • 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 Required

  • 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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