IT Help Desk Coordinator at Old Mutual Kenya

Job Description

This role is responsible for Providing operational oversight to the daily activities of Service Desk operations and staff to ensure that all customers internal/external receive excellent service when they require assistance from Information Technology (IT)

Service Desk Management

• Supervise the day-to-day operational activities of the Service Desk staff to ensure the provision of quality technical phone and desktop support with exceptional customer service and technical Expertise
• Support the Service Delivery Manager in the continued development and implementation of the ICT Strategy and annual work Programs across East Africa
• Implement the communication plan, to keeping users informed of any changes or incidences in IT across East Africa
• Aid the team in the resolution of incidents submitted to the Service Desk
• Provide Service Desk performance reports to IT management on a weekly basis
• Ensure the ICT Service Desk Manager is notified of events which impact service delivery
• Identify security or other risks during general daily activity.
• Ensure proper distribution and escalation of incident calls to appropriate individuals or IT functional areas
• Report major incidents, current events, and status updates to IT management
• Ensure work tasks assigned to Service Desk staff are completed in a timely and effective manner
• Ensure the Service Desk incident management process works effectively with the problem management process, allowing problems to be documented, tracked, and resolved in a timely manner for the entire East Africa region.
• Publishing support documentation to assist staff with requests for information & provide staff training if required for the East Africa Region.
• Participate in the development of service level targets and ensure all service levels are met
• Leverage vendor and industry resources to ensure Service Desk is aligned to industry best practices for Service Desk operations
• Participates in development/review of division security processes/procedures under supervision of Service Desk Management
• Measuring staff satisfaction by running customer survey programs twice a year.
•  Ensures staff are satisfied with the services offered by the ICT team by minimizing business impacts of service failures, proactively monitoring ICT service, resolving incidents and requests with minimal delay, and communicating with the end user in case of service outage.
•  ICT Assets management across the region to ensure they are all assets are part of the Asset register, and that the asset management policy is adhered to.
• Administration and management of Active Directory, SailPoint, and network shared folder.
• Microsoft Office 365 administration and support across Rest of Africa; Exchange online, SharePoint, Teams, Azure and One Drive.
• End user system training across the East Africa Group.
• ICT Change management administration to ensure that all changes are recorded in the change register and approved as per the ICT policies.
• Ensure that all audit gaps are closed and assist in providing evidence during the internal and external audits.
• ICT People and welfare management to ensure that the team has catch up sessions and meet ups.

Risk Management

• Identifying, assessing and controlling risks through analyzing incidences and problem raised through the service desk and evaluate the impact of the business and coming up with mitigation procedures
• Help reduce potential negative impact of changes and mitigate service outage
• Management of IT Services for recovery and continuation in the case of a serious incident, proactive measures, rather than just reactive measures, so that the risk of disaster is minimized to ensure continuance of service and that the service provider is able to meet minimum service levels

Service cost management

• Identifying all IT costs (people, technology, etc.) and map them to IT services delivery unit.
• monitoring and controlling service desk internal costs

Qualifications and Experience

• Relevant tertiary qualification with 5years IS working experience
• Minimum ITIL Foundation qualification
• Microsoft 365 certification
• Have experience in Network Administration, System Administration, Linux and Microsoft Server Management. Ability to co-ordinate hardware and software maintenance. Any other relevant certification is an added advantage

Closing Date: 01 February 2023