KRA Supervisor – ICT Service Support (Nairobi & Southern Region) Jobs in Kenya

KRA Supervisor – ICT Service Support (Nairobi & Southern Region) Jobs in Kenya

Job Summary

The Supervisor – ICT Service Support is responsible for guiding resolving incidents as 2nd line Service Support in line with Service Level Agreement

Key Responsibilities:

Attend to service requests and incidents assigned to the team within defined SLA.

Troubleshooting system and network problems diagnosing and solving both hardware and software faults.

Provide leadership in identifying, evaluating items subject obsolete asset for retirement

Configuring, deploying, troubleshooting, repairing, and maintaining end user equipment and accessories.

Setup and supports audio /visual equipment for presentations and other meetings

Establishes good working relationship with customers by keeping them updated on the progress made concerning their requests and in case of any escalations.

Installation & configuration of computer hardware operating systems and applications.

Identify, monitor and resolve or escalate recurring incidents which translate to problems

Logging the queries of end users in the incident management tool.

Monitor Incidents resolution and services recovery by direct reports

Supervise, mentor, coach and promote talent growth of officers in order to support business through excellent customer service.

Monitor performance targets for the direct reports and ensure that they are achieved.

Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

Academic and Professional Qualification

Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or its equivalent qualification from a recognized Institution

Required Certifications

IT Governance e.g. ITIL, COBIT

At least one of the following certifications: CompTIA A+, CompTIA N+, MCSE or MCSA

The following certifications will be an added advantage:

Project Management e.g. Prince2, PMP

Customer Care Training

Relevant Work Experience Required

The job holder must have at least 3 years’ progressive work experience in user support in a busy IT environment.

Possess experience in installing, configuring and troubleshooting Windows operating systems

Demonstrate working knowledge of printer configuration, setup and troubleshooting

Have hands on experience in setting up and troubleshooting Local Area Networks and have knowledge of different network protocols

Be possess experience in supporting teleconferencing systems; Webex, Teams, etc.

Have experience in management of active directory users and computers.

Hands on experience supporting enterprise Email Systems (Server and Client) such as Domino Lotus Notes/ MS Exchange/ Microsoft 365.

Competencies

The job holder must:

Possess excellent listening and questioning skills, combined with the ability to interact confidently with users to establish what the problem is and explain the solution

Exhibit the ability to work well in a team

Possess sharp problem solving skills

Display a strong customer focus character

Demonstrate ability to prioritize workload

How to Apply

For more information and job application details, see; KRA Supervisor – ICT Service Support (Nairobi & Southern Region) Jobs in Kenya

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