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Supervisor – ICT Service Support (Expired)

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Recruiter / Employer: Kenya Revenue Authority (KRA)
Contract: Contract / Casual
Salary: Confidential
Status: Expired

Job Summary:                  

The Supervisor – ICT Service Support is responsible for guiding and ensuring  that  resolution of incidents by 2nd line Service Support team is done following the laid down procedure.

Key Responsibilities:

  • Attend to service requests and incidents assigned to the team within defined SLA.
  • Identify, monitor and resolve or escalate recurring incidents which translate to problems
  • Coordinate collection of obsolete assets for retirement purpose.
  • Supervise, mentor, coach and promote talent growth of officers in order to support business through excellent customer service.
  • Provide next escalation level of ICT Support Officers.
  • Establish performance targets for the direct reports and ensure that they are achieved.
  • Monitor Incidents resolution and services recovery by direct reports
  • Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

    • Academic and Professional Qualifications

    Bachelor’s degree in Computer Science, IT or a related field

    The following certifications will be an added advantage:

  • MCSE, A+, N+
  • ITIL Training
  • Customer Care Training

    • Relevant Work Experience Required        

    The job holder must have at least 3 years’ progressive work experience in user support in a busy IT environment.

    The job holder must also:

  • 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.

    • Competencies

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

    • Interested and qualified? Go to Kenya Revenue Authority (KRA) on www.kra.go.ke to apply

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