One Acre Fund Kenya Tablet Services Specialist Jobs

One Acre Fund Kenya Tablet Services Specialist Jobs


About the Role

  • The tablet services specialist role is to manage tablet services coordinators and ensure that tablet users service level agreements are met as they conduct their business activities.

  • This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of tablet users requests and incidents, including the monitoring, tracking, and coordination of functional escalations.

  • The tablet service specialist will also contribute to problem resolution by giving in-person, hands-on support to tablets users remotely.

    Responsibilities

  • Manage the processing of incoming calls to IT Operations tablets center through telephone, email, chat, USSD and other channels to ensure courteous, timely, and effective resolution of end user issues on Tablets, Mobile devices, Mobile Applications and G-Suite Workspace Applications.

  • Monitor Tablets, Mobile devices, Mobile Applications and G-Suite Workspace Applications requests/incidents received through IT Operations Tablets Center.

  • Recording, tracking, and documenting the IT Operations Tablets Center. Request processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

  • Lead revision of Service level agreements when need be and making sure they are followed.

  • Oversee the implementation and administration of Tablets service team staff / Level 1 technicians training procedures.

    Career Growth and Development

  • We have a strong culture of constant learning and
    we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance.

  • We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.

    Qualifications

  • Across all roles, these are the general qualifications we look for.

    For this role specifically, you will have:

  • Degree in Information Technology or related field.

  • 3+ years of experience in Service Desk/Service Centre.

  • ITIL Version 3 or 4 certification an added advantage.

  • Knowledge of android devices and how to troubleshoot the devices.

  • Knowledge on using G-suite applications and how to troubleshoot them.

    How to Apply

  • For more information and job application details, see; One Acre Fund Kenya Tablet Services Specialist Jobs


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