Ict Officer - End User Support & Intergration

• A Bachelor degree in Computer Science, Information Technology, Computer InformationSystems, Management Information Systems or other ICT related disciplines from a recognized

Institution;

• At least one (1) year post graduation experience.

• Satisfy the requirements of chapter six of the constitution of Kenya on leadership and integrity

Responsibilities

• Ensuring that the service request desk/help desk operates as a highly professional service centerthat meets end user needs;

• Receive and escalate service request as per priority levels;

• Ensuring that requests are properly logged in, assigned and responded to in a timely manner

and according to service standards and procedures;

• Maintaining accurate log entries of contact with resolution details and follow up information;

• Respond to and resolve service request within acceptable timelines;

• Report issues that could significantly impact business processes;

• Help in change management;

• Manage service incidents and maintain records;

• Analyze the mean response and resolution time of all service requests and report the same;

• Ensure acceptable level of customer satisfaction is maintained at all times;

• Any other lawful duties as may be assigned from time to time.

Job Requirements
Required education
: Bachelor's degree

Required relevant work experience
: 18 months

Required languages:
English (Spoken: fluent | Written: fluent)
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