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  • Posted: Jul 22, 2021
    Deadline: Aug 4, 2021
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    The Kenya Revenue Authority (KRA) was established by an Act of Parliament, Chapter 469 of the laws of Kenya , which became effective on 1st July 1995 . The Authority is charged with the responsibility of collecting revenue on behalf of the Government of Kenya. A Board of Directors, consisting of both public and private sector experts, makes policy decisio...
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    Supervisor – ICT Service Desk

    Job Summary:

    • The jobholder is responsible for coordinating resolution of service requests and incidents through 2nd line Service Support team. 

    Key Responsibilities:

    Operational Responsibilities / Tasks:

    • Analyzes service requests and incidents on weekly or monthly basis to improve quality of work done and to check compliance with Service Level Agreements (SLAs) for all work tickets
    • Produce reports to show the number, categories, sources, elapsed time on a daily and weekly basis for service requests handled by 1st line support.
    • Carry out trend analysis; classify service requests and incidents by identifying type and category for service requests handled by 1st line support.
    • Act as an escalation point where difficult or controversial calls are received.
    • Escalates systems disruptions and resumptions through SMS report to Business contacts and ICT Top Managers.
    • Develop monthly management reports and submit to Manager, ICT for further action.
    • Providing 2nd level support to service requests
    • Prepare work schedules for 1st Line Support team.
    • Generate reports to show periodic Work Tickets and their resolution status.
    • Set performance targets for staff in their respective and ensure their achievements.
    • Act as interpersonal relationship between 1st line and 2nd & 3rd line support teams.
    • Analyzes data from the call Centre system regularly in order to improve quality of user contact.
    • Carries out trend analysis for service requests and incidents.
    • Carries out coaching/training sessions with the ICT Service Desk agents targeted at improving performance.
    • Provide user sensitization on Service Desk functions.
    • Ensure compliance to ISO (9001:2015 and 27001:2013) and data security requirements.

    Academic and Professional Qualifications   

    • Bachelor’s degree in Computer Science, Information Technology or any other IT related field
    • Master’s degree in Computer Science, Business Administration or related Postgraduate degree will be an added advantage

    The Post holder should have any of the following certifications

    • CompTIA A+, CompTIA N+
    • ITIL Training
    • Customer Care Training

    Relevant Work Experience and Skills Required       

    • Have working knowledge and experience in automation tools such as System Center Configuration Manager and Microsoft SharePoint
    • Possess experience in installing, configuring and troubleshooting Windows and Linux 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 IP phones and teleconferencing systems; Webex, Teams, etc.
    • Have experience in management of active directory users and computers.
    • At least 3 years’ relevant working experience as a supervisor

    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

    Method of Application

    Interested and qualified? Go to Kenya Revenue Authority (KRA) on www.kra.go.ke to apply

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