Safaricom Engineer – IT Service Desk Jobs in Kenya

Safaricom Engineer – IT Service Desk Jobs in Kenya


  • 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.


  • 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

    Find jobs in Kenya. Jobs - Kenya jobs. Search our career portal & find the latest Kenyan job positions, career opportunities & jobs in Kenya.

    Jobs in Kenya - banking jobs, IT jobs, accounting jobs, NGO jobs, business administration, ICT, UN jobs, procurement jobs, education jobs, hospital jobs, human resources jobs, engineering, teaching jobs, and other careers in Kenya.

    Find your dream job from 1000s of vacancies in Kenya posted and updated daily - click here!

  • Click here to post comments

    Join in and write your own page! It's easy to do. How? Simply click here to return to Best Africa Jobs.