Job Title: Senior Officer – Service Desk
Hiring Organization: Jubilee
Insurance
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Insurance
Job Type: Full
Time
Salary: KES
Date Posted: 04/17/2024
Jubilee Insurance was established in August 1937, as the first
locally incorporated Insurance Company based in Mombasa in 1937. Jubilee
Insurance has spread its sphere of influence throughout the region to become
the largest Composite insurer in East Africa, handling Life, Pensions, general
and Medical insurance.
Job Ref. No. JLIL215
Role Purpose
The Senior Officer – Service Desk is responsible for overseeing
the efficient and effective delivery of IT support services to internal users.
They will play a crucial role in ensuring the smooth operation of the
organization’s IT systems and infrastructure, managing service requests and
incidents, and maintaining high levels of user satisfaction. The Senior Officer
will also contribute to the development and implementation of IT service desk
strategies, policies, and procedures.
Main
Responsibilities
Strategy:
- Contribute to
the development and implementation of IT service desk strategies, goals,
and objectives aligned with the organization’s overall IT strategy.
- Continuously
evaluate and improve IT service desk processes, workflows, and tools to
enhance service delivery and efficiency.
Operational:
- Manage and
prioritize incoming service requests and incidents, ensuring timely
resolution and appropriate escalation when required.
- Provide
technical support and guidance to users, troubleshooting hardware and
software issues, and resolving technical problems.
- Monitor and
maintain the organization’s IT systems, networks, and infrastructure to
ensure optimal performance and availability.
- Create and
maintain documentation, including knowledge articles, standard operating
procedures, and user guides.
- Coordinate with
internal IT teams and external vendors to ensure the timely resolution of
complex technical issues.
- Conduct regular
user training sessions to promote IT best practices and improve user
self-service capabilities.
Corporate Governance (Regulatory and Compliance):
- Ensure
compliance with relevant IT policies, procedures, and regulatory
requirements.
- Implement
security measures and controls to safeguard the organization’s IT assets
and data.
- Contribute to
disaster recovery and business continuity planning and testing.
Leadership and Culture:
- Lead and manage
a team of IT service desk personnel, providing coaching, mentoring, and
performance feedback.
- Foster a
customer-centric culture within the IT service desk team, promoting
professionalism, teamwork, and continuous improvement.
- Collaborate with
other IT teams and stakeholders to enhance cross-functional communication
and collaboration.
Qualifications
- Bachelor’s
degree in computer science, Information Technology, or a related field.
Relevant professional certifications (e.g., ITIL) are a plus.
Relevant
Experience
- Minimum of 3-5
years of relevant experience in IT service desk or technical support
roles.
- Experience in IT
service management tools.
- Experience in
the insurance industry or financial services sector is advantageous.
How To
Apply
If you are qualified and seeking
an exciting new challenge, please apply via Recruitment@jubileekenya.com
quoting the Job Reference Number and Position by 22nd April
2024
