Supervisor – ICT Service Support (Nairobi &Southern Region) at Kenya Revenue Authority (KRA)

Job Summary

The Supervisor – ICT Service Support is responsible for guiding resolving incidents as 2nd line Service Support in line with Service Level Agreement

Key Responsibilities:

• Attend to service requests and incidents assigned to the team within defined SLA.
• Troubleshooting system and network problems diagnosing and solving both hardware and software faults.
• Provide leadership in identifying, evaluating items subject obsolete asset for retirement
• Configuring, deploying, troubleshooting, repairing, and maintaining end user equipment and accessories.
• Setup and supports audio /visual equipment for presentations and other meetings
• Establishes good working relationship with customers by keeping them updated on the progress made concerning their requests and in case of any escalations.
• Installation & configuration of computer hardware operating systems and applications.
• Identify, monitor and resolve or escalate recurring incidents which translate to problems
• Logging the queries of end users in the incident management tool.
• Monitor Incidents resolution and services recovery by direct reports
• Supervise, mentor, coach and promote talent growth of officers in order to support business through excellent customer service.
• Monitor performance targets for the direct reports and ensure that they are achieved.
• Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

Academic and Professional Qualification

• Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or its equivalent qualification from a recognized Institution

Required certifications

• IT Governance e.g. ITIL, COBIT
• At least one of the following certifications: CompTIA A+, CompTIA N+, MCSE or MCSA

The following certifications will be an added advantage:

• Project Management e.g. Prince2, PMP
• 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.
• Possess experience in installing, configuring and troubleshooting Windows 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 teleconferencing systems; Webex, Teams, etc.
• Have experience in management of active directory users and computers.
• Hands on experience supporting enterprise Email Systems (Server and Client) such as Domino Lotus Notes/ MS Exchange/ Microsoft 365.

Competencies

The job holder must:

• Possess excellent listening and questioning skills, combined with the ability to interact confidently with users to establish what the problem is and explain the solution
• Exhibit the ability to work well in a team
• Possess sharp problem solving skills
• Display a strong customer focus character
• Demonstrate ability to prioritize workload