Service Desk Officers at New Kenya Co-operative Creameries Limited

HR/SDS/04/07/2018

Job Purpose:

The Service Desk Officer will be reporting to the Business Application Manager. He/She will be responsible for leading the delivery of services by the ICT Service Desk team to support the efficient and effective operation of the organisation’s core and other relevant office business applications, desktop environment and related ICT infrastructure.

Key Responsibilities

• Plan, direct, supervise, and coordinate work activities of the ICT Service Desk to ensure provision of professional, responsive, timely and effective assistance to end users in resolving ICT related incidents in adherence to service level objectives. Set and monitor Key performance Indicators (KPIs) for the Service Delivery team.
• Ensure continuity of support services to end users especially for critical incident resolution through proper scheduling and coordination of ICT Service Desk staff
• Act as an escalation point and step in as first and second level support when necessary due to staffing shortages or other special circumstances.
• Lead ICT Service Delivery projects. Focus on continual service improvement for all Service Desk responsibilities and provide improvement suggestions.
• Implement and monitor ICT policies and procedures
• Perform quarterly reviews and update all Service Desk documentation to maintain existing documentation and create new documents to support a complete and updated ICT knowledge base
• Assist in maintenance, upkeep and annual audit of ICT hardware and software inventory
  Provide scheduled and ad hoc reporting relating to service and team performance.
• Maintain awareness of emerging desktop technology and software; make recommendations for company technology as appropriate
• Manage the contracts for outsourced services.
• Train staff about the uses of various software and programs installed on the system.
• Communicate about any system failure to the users and update them about the possible uptime.

Candidate Specifications

• Bachelor’s degree in Information Technology / Computer Science or related field
• ITIL certification
• 5 to 7 years’ experience with at least 1 year in a similar capacity level in a busy environment

Essential Skills

• Familiarity with network computer applications – WAN, LAN, Email Infrastructure
• Good knowledge of SAP
• Knowledge of Microsoft Active Directory
• Knowledge of Microsoft Exchange server and Outlook client
• Knowledge of Microsoft Windows server/desktop
• VPN and remote access technologies
• Excellent troubleshooting/diagnostic skills
• Excellent organisation and communication skills
• Good interpersonal and communication skills
• Leadership and people management skills