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  • Posted: Mar 6, 2020
    Deadline: Mar 19, 2020
  • Kenya Airways, the leading African airline flying to more African destinations than any other carrier, takes pride in being at the forefront of connecting Africa to the world and the World to Africa through its hub Nairobi Jomo Kenyatta International Airport.
    Read more about this company


    IT Support Technician.IT Service Delivery

    Job Purpose Statement

    The ideal candidate will provide first-level support to Kenya Airways global offices end-users’ queries received via phone, email or logged directly in the service desk tool. S/he will triage, record, categorize, and prioritize end user queries (incidents and requests) within the agreed service levels. S/he will escalate end user support requests to a higher IT support specialist if they are unable to resolve the issue on their own. S/he will provide end users with regular updates of the progress of resolving their incident or fulfilling their requests.

    Key accountabilities for this role are:

    • Serve as the first point of contact for customers seeking technical assistance over the phone or email.
    • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
    • Determine the best solution based on the issue and details provided by customers.
    • Walk the customer through the problem-solving process.
    • Direct unresolved issues to the next level of support personnel.
    • Provide accurate information on IT products or services.
    • Record events and problems and their resolution in logs.
    • Follow-up and update customer status and information.
    • Pass on any feedback or suggestions by customers to the appropriate internal team.
    • Identify and suggest possible improvements on procedures.
    • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams


    • Bachelor’s Degree in IT or related field
    • 1+ year experience in an IT customer service, call center, service / help desk or end user support environment.
    • Knowledge and experience of IT service desk practices, end user support or systems administration.
    • ITIL Training or Microsoft Certifications.
    • Knowledge and experience in end user devices / software configuration and troubleshooting.
    • Training in Microsoft Office 365, Oracle ERP, Okta, Networking will be an added advantage

    Interested candidates are requested to submit their applications online.

    Only shortlisted candidates will be

    go to method of application »

    IT Support Technician.End User Computing and Support Services

    Job Purpose Statement

    To provide the liaison between the customer, IT support team and the Vendor in ensuring timely resolution of incidents and requests as well as escalations as per the defined Incident management process. The role ensures the incidents are resolved as per the SLA. It also participates in problem management. The role also identifies the end user parts requirements through thorough analysis of trends of the incidents and requests raised through Service desk.  The role keeps the IT team informed on issues affecting customer.

    Key Accountabilities include;

    Incident Management

    As per incident management process and agreed SLA with the business:

    • Ensure number of incidents and requests are logged accurately.
    • Investigation and providing support for all end user requests.
    • First level resolution of incidents/service requests.
    • Escalating incidents/service requests that they cannot resolve within agreed timescales to the IT support teams and vendors.
    • Communication to the IT Management on major incident progress.
    • Problem-fixing all incidents, requests and other calls.
    • Provide guidance on the quality of replacement spares and parts.
    • Application and Network links monitoring, reporting and follow-up for resolution.

    Customer Relations

    • Receive, classify, prioritize and log incidents and requests on daily basis.
    • Build and maintain excellent relationships with all customers of the Service Desk while maintaining quality and expectations.
    • Support and configure end users on various standard and business applications like Email and internet.
    • Taking users through a series of best practices as well as answering their inquiries and advising on proper use of hardware and software.
    • Keep affected customers informed about incident and request resolution progress on daily basis, notifying them of impending changes and or agreed outages.

    Processes, Policies and Compliance

    • Implement Service Support policies, plans and strategies relating to ITIL incident, and request fulfilment and others as may be applicable. Adherence to IS processes e.g Incident Management, Request fulfillment, VIP

    Proactive Problem Management

    • Identify and report immediately to IT Management any potential IT risks in the user environment
    • Detection of possible problems and assignment of these to problem management
    • Participate in the problem management process.


    • Analyzing and reporting on calls trend and vendor performance trends.
    • Performance trends on applications and end user device components.
    • Prepare performance and ad hoc reports to measure and improve incident management among others.


    • University degree in IT or relevant field
    • At least 1- 3 years’ experience in offering technical IT support in a busy environment
    • MCP.
    • ITIL Foundation certification
    • A+ or equivalent
    • Vendor based technical training/ certification e.g. HP/Dell

    Desired Skills

    • Good analytical skills
    • Positive attitude
    • Ability to work with minimum supervision
    • IT proficiency and skill.
    • Customer service
    • Experience in logistics.

    Desired Behavioural Competencies

    • Customer Service Orientation
    • Teamwork and Cooperation
    • Accountability
    • Creativity and Innovation
    • Communication

    Method of Application

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

    View All Vacancies at Kenya Airways Back To Home
Average Salary at Kenya Airways
KSh 143K from 38 employees

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