Safaricom Telecommunications Ethiopia P.L.C Back Office IT- Service Center Lead Jobs

Safaricom Telecommunications Ethiopia P.L.C Back Office IT- Service Center Lead 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 -Service Desk within the Technology 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 role holder will have responsibility of timely delivery of quality IT Service Desk 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

  • Identify and diagnose issues and problems and Support problem identification

  • Advise users on appropriate course of action

  • Monitor issues from start to resolution and escalate, if needed, unresolved problems to a higher level of support

  • Receives and handles requests for service, following agreed procedures and promptly allocates calls as appropriate.

  • Logs incidents and service requests and maintains relevant records:

  • Identifies and classifies incident types and service interruptions

  • Records incidents cataloging them by symptom and resolution

  • Systematically interprets user problems and identifies solutions and possible side effects.

  • Uses experience to address user problems and interrogates database for potential solutions.

  • During change, acts systematically to respond to daily operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.

  • Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.

  • Maintains records,
    informs users about the process and advises relevant persons of actions taken.

  • 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).

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

  • 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 senior 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

  • 4-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- Service Center Lead Jobs


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