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  • Posted: May 23, 2022
    Deadline: May 29, 2022
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    Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community projects.
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    Engineer – IT Service Desk

    Detailed Description

    Reporting to the Manager – IT Service Desk the position holder will provide first line user support and ensure service requests from internal users are fulfilled within defined SLA’s and ensure timely service delivery.

    Key Responsibilities

    • Address and deliver requested services and assist with general information or customer complaints within defined timelines.
    • Manage escalations from customers and ensure feedback is provided within defined timelines
    • Manage in-house 3rd party vendor(s)
    • Provide performance reports and identify gaps aimed at improving services
    • Document and review quarterly the processes, procedures and work instructions for internal user Service Requests.

    Qualifications

    • Degree in Computer Science or Information Technology
    • Microsoft certification: MCSE, MCSA, MCP or MCITP
    • ITIL V3/4 Certification or equivalent
    • ICDL Certification
    • A+ and N+ Certification – Hardware & Software
    • Cisco Certification: CCNA
    • 2-3 years’ experience in a Service Desk or User Support environment
    • Experience in managing escalations using defined OLAs & SLAs
    • Experience in managing 3rd Party Vendors
    • Operational Level Agreements and Service Level Agreements Management

    Method of Application

    Interested and qualified? Go to Safaricom Kenya on safaricom.taleo.net to apply

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