Safaricom Telecommunications Ethiopia P.L.C Back Office IT -End User Support Jobs

Safaricom Telecommunications Ethiopia P.L.C Back Office IT -End User Support Jobs


About Us

  • Safaricom Telecommunications Ethiopia Plc is a company supporting Ethiopia’s digital transformation. As a member of the Vodacom family, we have a wealth of experience connecting over 334 million people globally and over 180 million people in Africa across our network. We look forward to partnering with Ethiopians as we build a new network in Ethiopia.

  • We are setting the groundwork in readiness for the launch of our services next year and are looking to work with purpose-led teams that put the community at the heart of service.

  • Safaricom Ethiopia is offering a wide range of careers, whether you’re looking to join our technology, commercial or corporate teams. If you would like a challenge and the promise of a digital future for the people of Ethiopia, we are looking for you.

  • We are pleased to announce the following vacancy for a Back Office IT -End User Support within the Technology and Information Function in Ethiopia. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

    Detailed Description

  • Reporting to the Back Office IT- Service Center Lead, the position holder will have responsibility of timely delivery of quality IT End User Support across Safaricom, implementation of strategic and innovative desktop/device technologies as per Safaricom business objectives while collaborating with business partners to rollout IT business solutions as required.

    Job Responsibilities

  • Proactive IT on boarding of any new internal staff members joining the business units.

  • IT Education, training and awareness, providing clear instruction, help and support, being responsible for what new employees feel, see and hear when introduced to their IT equipment and support.

  • Building, setting up and configuring the appropriate equipment required by both new starters and existing employees as required for them to do their jobs.

  • Setting up the relevant and appropriate IT access required for internal staff in a secure way and managing the execution of this process.

  • Providing high-quality walk-up face to face support during the hours of operation.

  • Fulfilling any IT Service Requests in line with the customer expectations and needs.

  • Proactively visiting our internal colleagues that are helping to serve our external customers and advisors on a frequent basis identifying and resolving IT issues.

  • Providing telephone support remotely helping to resolve IT issues through effective diagnosis, technical actions and customer focus.

  • Communicating clearly and effectively with internal colleagues being supported, owning issues through to satisfactory resolution and closure.

  • Support IT equipment installations, colleague moves, and changes as required.

  • Manage own workload in an efficient and effective way, working to maximize opportunities to help and support team members and colleagues.

  • Clearly captures and records appropriate and relevant technical information within the Service Management toolset

  • Co-ordinate the successful roll-out of new software and hardware
    to the entire Safaricom as required.

  • Receive requests to provision a service or an asset and get approval(s) of requests

  • Manage and ensure efficient procedures for the distribution and installation of changes to all end user devices.

  • Disaster Recovery and security of client devices environment through the use of relevant tools.

  • Automation Innovativeness for to enhance end user IT services to ease support activities

  • Co-ordinate audits within the section

  • Define and implement a Hardware and Software Asset Management (ITAM) database using discovery tools (SCCM) and automated tools to maintain accurate global configuration information of devices/Desktop and IT software licenses on the Safaricom network

  • Ensure all assets are accounted for and components are accurately inventoried in an approved database to ensure audits compliance.

  • Document obsolete assets from operational use and acquire legal indemnification for disposed assets while updating the asset status

  • Manage licensing across all Safaricom offices and call centers to ensure legality, proof of ownership and utilization

  • Formulation of SLA’s for all device support services within the company.

  • Ensure 98% target availability of desktops/laptops, printers, projectors, Network Devices and Video conferencing within all Regional Offices

  • Enforce adherence to SLA for turnaround of the different tickets for request fulfillment.

  • Ensure all aspects of customer support, response, is a good experience and consistent (not one off).

  • Receive new assets or services from suppliers & match received goods to Purchase orders.

  • Define and implement Vendor management, service delivery initiatives and SLA across different business units within the company.

  • Build and maintain relationships with all areas of the Safaricom Departments and ensure co-ordination of services offered by vendors

  • Ensure contracts are linked to catalog line items.

  • Evaluate and provide feedback on supplier performance quarterly

    Job Requirements

  • University Degree in an Information Technology related field.

  • 3-5 years’ experience as a support analyst in a User Support environment.

  • ITIL Certifications or Equivalent.

  • Microsoft Certification: MCSE, MCSA, MCP

  • CISCO Certification: CCNA

  • Experience in Virtualized systems

  • Experience in Microsoft SCCM and related software Deployment tools

  • Ability to Project Desktop hardware and software requirements.

  • IT Projects Management.

  • Experience in Capex and Opex Management

  • 3-year experience in Supplier/Vendor Management, IT Support Services sourcing and contract cost monitoring & Agreements Maintenance

  • Good stakeholder management skills

  • Excellent People Skills.

  • People Management

  • Customer Obsessed.

    How to Apply

  • For more information and job application details, see; Safaricom Telecommunications Ethiopia P.L.C Back Office IT O365 Engineer Jobs


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