Summary
Date Posted: Friday, March 25, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Job Summary:
The jobholder is responsible for coordinating resolution of service requests and incidents through 2nd line Service Support team.

Key Responsibilities:
Operational Responsibilities / Tasks:
• Analyzes service requests and incidents on weekly or monthly basis to improve quality of work done and to check compliance with Service Level Agreements (SLAs) for all work tickets
• Produce reports to show the number, categories, sources, elapsed time on a daily and weekly basis for service requests handled by 1st line support.
• Carry out trend analysis; classify service requests and incidents by identifying type and category for service requests handled by 1st line support.
• Act as an escalation point where difficult or controversial calls are received.
• Escalates systems disruptions and resumptions through SMS report to Business contacts and ICT Top Managers.
• Develop monthly management reports and submit to Manager, ICT for further action.
• Providing 2nd level support to service requests
• Prepare work schedules for 1st Line Support team.
• Generate reports to show periodic Work Tickets and their resolution status.
• Set performance targets for staff in their respective and ensure their achievements.
• Act as interpersonal relationship between 1st line and 2nd & 3rd line support teams.
• Analyzes data from the call Centre system regularly in order to improve quality of user contact.
• Carries out trend analysis for service requests and incidents.
• Carries out coaching/training sessions with the ICT Service Desk agents targeted at improving performance.
• Provide user sensitization on Service Desk functions.
• Ensure compliance to ISO (9001:2015 and 27001:2013) and data security requirements.

Academic and Professional Qualifications
• Bachelor’s degree in Computer Science, Information Technology or any other IT related field
• Master’s degree in Computer Science, Business Administration or related Postgraduate degree will be an added advantage

The Post holder should have any of the following certifications
• CompTIA A+, CompTIA N+
• ITIL Training
• Customer Care Training

Relevant Work Experience and Skills Required
• Have working knowledge and experience in automation tools such as System Center Configuration Manager and Microsoft SharePoint
• Possess experience in installing, configuring and troubleshooting Windows and Linux 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 IP phones and teleconferencing systems; Webex, Teams, etc.
• Have experience in management of active directory users and computers.
• At least 3 years’ relevant working experience as a supervisor

Competencies
• Possess excellent communication skills
• Display Strong customer focus character
• Exhibit the ability to work well in a team
• Possess sharp analytical and problem solving skills
• Demonstrate ability to prioritise workload

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure
Registration:
• Go to https://erecruitment.kra.go.ke/login and then click on the ‘Register’ button to start the application process.
• After registration, you will receive an email enabling you to confirm your email address and complete your registration.
Log on:
• After registration go to https://erecruitment.kra.go.ke/login
• Key in your username and password then click on ‘Log in’ to access your account.
• After successful log in, the system will open the ‘Applicant Cockpit’.
Candidate Profile (To create or update applicant detail):
• On the ‘Applicant Cockpit’ page, go to the tab ‘Candidate Profile’.
• Click on ‘My Profile’ to create and update your profile.
• Follow the instructions to complete your profile.
• The process will end by clicking the tab “Overview and Release”.
• Ensure you click the check box on the page to complete the profile.
Application process:
• To view the open job postings, click on the tab ‘Employment Opportunities’ on the ‘Applicant Cockpit’ page.
• Under the heading ‘Job Search’ click the ‘Start’ button to view all available vacancies.
• Click on the Job posting to display the details of the position.
• To apply for the position, click ‘Apply’ button at the top of the page.
• Follow the instructions to complete and submit your application.
• Kindly note that all mandatory fields must be completed.
• To complete the process of application, click the ‘Send Application Now’ button after reviewing and accepting the ‘Data Privacy Statement’.
In case of any challenges, please send your email query to isupporthr@kra.go.ke

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