Supervisor – ICT Service Support at Kenya Revenue Authority (KRA)

Department:     Corporate Support Services

Division:           Information and Communication Technology

Location / Work Station:        North Rift Region (Eldoret)

Supervisor:       Assistant Manager – Service  Support

Supervisee:      Officers

Job Summary:

The job holder is responsible for coordinating and overseeing resolution of incidents by 2nd line Service Support team.

Key Responsibilities: 

• Provide next escalation level of ICT Support Officers.
• Prepare work schedules for 2nd line Support teams
• Generate reports to show periodic Work Tickets and their resolution status
• Set performance targets for ICT Regional staff in their respective Regions and ensues their achievements.
• Act as interpersonal relationship between 1st line and 2nd line support teams.
• Review and documents impact of delay to restoration of services to business
• Report and documents unacceptable time lag to restoration of IT services.
• Ensure and monitor Incidents resolution and services recovery by officers supervising.
• Coordinate and ensures undertaking of equipment preventive maintenance services in respective Regions.
• Ensure maintenance of updates IT equipment inventory in respective Regions.

Academic Qualifications       

• Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or any other IT related field.

Professional Qualifications    

Required Certifications

• At least two (2) of the following Certifications: CompTIA A+, CompTIA N+, ICDL, MCSA, MCSE

Desired Certifications or Training

• Supervisory or Management Training
• Customer Care Training

Relevant Work Experience Required

• For a degree holder you must have worked in a busy IT environment for at least three (3) years.
• Experience in managing and monitoring Service Requests escalations and adhering to KPIs.

Skills Required:          

• Skills in desktop/office software and operating systems
• Knowledge of desktop hardware troubleshooting and repair
• Knowledge of Domain Controller and networks
• Skills in asset management
• Excellent listening and questioning skills, combined with the ability to interact confidently with users to establish what the problem is and explain the solution
• Ability to work well in a team
• Problem solving skills
• Strong customer focus
• Ability to priorities workload