Officer – ICT Service Desk at Kenya Revenue Authority (KRA)

Job Summary:

• The Officer, ICT Service Desk is responsible for receiving service requests; provide 1st line support and creating incidents to 2nd and 3rd line Support. 

Key Responsibilities:

• Provides the first line support and primary point of contact for all service-related queries, issues and requests.
• Receives and resolves 1st level calls using the relevant support documentation, training manuals or resources.
• Escalates service requests to incidents or problems when necessary and assigns to 2nd or 3rd line support for resolution.
• Follow up on overdue work tickets with the assigned 2nd and 3rd line support officers.
• Monitors the successful conclusion of all calls following up on customer calls where necessary.
• Logs, classifies, prioritizes and assigns Service Level Agreements (SLAs) to service requests, incidents and problems.
• User sensitization on 1st line support.
• Works with users and the ICT Service Desk Supervisor to identify and assess service enhancement opportunities.
• Re-engineer Service Desk processes to reduce turnaround time and improve service delivery in ticket assignment leading to even distribution of tickets to all 2nd and 3rd line support officers through round robin.
• Ensure compliance to ISO (9001:2015 and 27001:2013) and data security requirements

Academic and Professional Qualifications   

• Bachelor’s degree in Computer Science, IT or a related field.
• Masters Degree will be an added advantage

Relevant Work Experience   

• Must have worked for at least one (1) year post-graduation in a busy IT Support Environment.

Technical Skills Required     

The post holder must possess:

• Knowledge of desktop software and hardware installation and configuration skills
• Excellent listening and questioning skills, combined with the ability to interact confidently with users to establish what the problem is and explain the solution
• Possess excellent communication skills
• Display Strong customer focus character
• Exhibit the ability to work well in a team
• Possess sharp analytical and problem solving skills
• Demonstrate ability to prioritise workload

Competencies

• Possess excellent communication skills
• Display Strong customer focus character
• Exhibit the ability to work well in a team
• Possess sharp analytical and problem solving skills
• Demonstrate ability to prioritise workload