Vacancies at Janta Kenya

Key Responsibilities

• Act as the first point of contact for IT support across the business.
• Log, prioritise, and resolve incidents and service requests using ITSM tools (e.g., JIRA/ServiceNow).
• Manage the full incident lifecycle, including escalation, communication, and resolution within SLAs.
• Support change management processes, including impact assessments, user communications, and post-implementation reviews.
• Maintain and update IT knowledge base, FAQs, and support documentation.
• Collaborate with technical teams to resolve complex issues with minimal disruption to users.
• Provide user training and conduct knowledge-sharing sessions to reduce recurring incidents.
• Generate reports on SLA performance, analyse trends, and recommend improvements.

Qualifications & Skills

Required

• Bachelor’s degree in IT, Computer Science, or a related field.
• Minimum 5 years’ experience in a service desk/helpdesk/end-user support role.
• ITIL v4 Foundation certification (mandatory).
• Hands-on experience with Windows/macOS, Microsoft 365, Active Directory, and ITSM tools.

Preferred

• Familiarity with networking and endpoint security concepts.
• Exposure to Agile/Scrum methodologies.
• Certifications in Linux, Networking, Cloud, or Project Management are a plus.

Soft Skills

• Strong customer focus and ability to explain technical issues in simple terms.
• Analytical problem-solving and ability to work under pressure.
• Excellent teamwork, communication, and stakeholder engagement.
• Professionalism and resilience in handling high-pressure incidents.

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Key Responsibilities

• Respond to customer inquiries via WhatsApp, social media, phone, and email in a professional and timely manner.
• Guide customers on product selection, availability, sizes, and delivery options.
• Process and fulfill online orders, including packaging and coordinating with delivery/rider services.
• Record daily sales transactions and maintain simple bookkeeping records (cash, M-Pesa, and bank).
• Assist with preparing sales reports, expense records, and stock reconciliations.
• Update product listings, prices, and stock levels on e-commerce platforms and social media.
• Handle customer complaints, returns, and exchanges in line with company policy.
• Working with social media specialist in support of posting products, promotions, and engaging with followers on social media.
• Keep the shop and inventory organized and assist in stock-taking.

Qualifications & Skills

• KCSE Certificate or equivalent; diploma in sales, marketing, accounting, or IT is an added advantage.
• Basic knowledge of bookkeeping, record-keeping, or cash reconciliation.
• Experience in retail, e-commerce, or customer service preferred.
• Comfortable using smartphones, computers, and social media platforms (Instagram, Facebook, TikTok, WhatsApp Business).
• Strong communication and interpersonal skills.
• Basic math and analytical skills.
• Honest, reliable, and highly organized.
• Ability to multitask and work in a fast-paced environment.

Personal Attributes

• Passionate about fashion, beauty, and online sales.
• Friendly, approachable, and customer-oriented.
• Tech-savvy and eager to learn.
• Detail-oriented, proactive, and responsible with money.