Assistant Manager - Service Desk at Kenya Revenue Authority (KRA)

Job Purpose

The Job holder shall be  responsible for managing shared services, central planning and ensuring service request fulfillment.

Duties and Responsibilities

• Define incident and service request classification, prioritization schemes and criteria for problem registration to ensure consistent approaches for handling, informing users about and conducting trend analysis.
• Gather information on system disruptions and resumptions through Hotspot reports & business contacts and heads of the divisions and submit requisite reports to management.
• Review the unit’s Key Performance Indicators (KPIs), procedures and processes to guarantee their relevance as well as ensure continual improvement.
• Coordinate with other business sections on resolutions of issues and oversee IT related requests are efficiently handled and monitored until resolved to satisfaction of the users.
• Generate unit’s monthly reports that show trends incidents, compliance to Service Level Agreement (SLAs) and achievement of KPIs and coordinate corporate initiatives within the unit such as Audit, Integrity, QMS and Risk Management.
• Develop, mentor, coach and promote talent growth among staff in order to support business through excellent customer service.
• Ensure good working relation and coordination of service desk staff with management while managing staff performance, set KPIs and ensure adherence to internal standards.
• Ensure compliance to ISO (9001/2015 and 27001/2013) and data security requirements.

Person Specifications

For appointment to this job, the candidate must have:

• Bachelor’s Degree in any of the following disciplines: - Computer Science, Information Communication Technology, Business Information Technology, Computer Forensics, Intelligence management or relevant and equivalent qualification from a recognized Institution
• Four (4) years relevant work experience, one (1) of which must be at Supervisory level.
• Competence in Windows Active Directory Management Tools plus creation and deployment of Group Policy Objects.
• Conversant with process automation and experience working with automation tools such as MS SharePoint, System Center Configuration Manager(SCCM) or System Center Operations Manager (SCOM), IBM Service Management Tool (ITSM).

The post holder should have at least one of the following preferred certifications

• Microsoft SharePoint Administration.
• Project Management e.g. Prince2, PMP, MCSE.
• CompTIA A+, CompTIA N+.
• Membership to a relevant professional body where applicable
• Management Course lasting not less than four (4) weeks from a recognized institution, will be an added advantage.
• Proficiency in Computer Applications.
• Shown merit and ability as reflected in work performance and results.

Technical / Functional Skills

• Help Desk Support, Ticketing Systems and VPN Client.
• Implementation and administration of Virtual Desktop Infrastructure (VDI).
• LAN troubleshooting and support.
• Inventory Management and asset tracking and procurement and vendor management.
• Security and Data Governance.
• Asset Reporting and Analytics and Asset Life Cycle Management.

Key Competencies

• Innovative thinking
• Organizational skills
• Resilience and Adaptability
• Critical Thinking and Problem-Solving
• Customer-Centrism Approach
• Professionalism, Ethical Judgment and Integrity