Officer – Service Support at Kenya Revenue Authority (KRA)

Job Summary:

The jobholder is responsible for carrying out 2nd Line service support activities mainly supporting hardware, software and computer systems.

Key Responsibilities: 

• Attend to service requests and incidents assigned to them within defined SLA.
• Troubleshooting system and network problems diagnosing and solving both hardware and software faults.
• 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.
• Maintaining and monitoring of computer networks and systems.
• Logging the queries of end users in the incident management tool.
• Capturing resolution details into the knowledge base system
• Testing and evaluating new technology.
• Replace computer parts as required
• Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

Academic Qualifications       

• Bachelor’s degree in Computer Science, IT or a related field

Relevant Work Experience Required

• At least one (1) year work experience  in an  ICT Unit.

Skills Required:          

• 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 solution
• Team player
• Problem solving skills
• Customer focus
• Ability to prioritize workload