We are pleased to announce the following vacancy
in the Service Assurance and Quality Department within the Technical/IT
Division.
In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
Service Desk Manager
Ref: Technical/IT_ SDM _Sep 2011
Reporting to the Senior Manager - Service Operations; the holder will manage a team to ensure service requests from internal users and external customers are fulfilled within defined OLA’s/SLA’s and enhance timely service delivery.
Key ResponsibilitiesIn keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
Service Desk Manager
Ref: Technical/IT_ SDM _Sep 2011
Reporting to the Senior Manager - Service Operations; the holder will manage a team to ensure service requests from internal users and external customers are fulfilled within defined OLA’s/SLA’s and enhance timely service delivery.
- Address
and deliver requested services and assist with general information or
customer complaints within defined timelines;
- Manage
Service request escalations;
- Manage
and track all capacity and performance-related issues relating to
provisioned services so as to meet the agreed business demands;
- Manage
solution provider’s and ensure agreed SLA’s are adhered to;
- Provide
performance reports and identify gaps aimed at improving services;
- Documentation
of Service Desk & Request Fulfillment Management processes to drive
the Service Operations function for addressing service requests;
- Manage
staff performance in the team.
Minimum requirements
- Degree
in Computer Science or Information Technology;
- ITIL
V3 Certification or equivalent;
- ICDL
Certification;
- Cisco
Certification: CCNA;
- 3-4
years IT Service Management experience with knowledge of IT platforms,
Operating Systems, Networking – LAN/WAN & Wireless technologies, User
Support and Safaricom Systems;
- Experience
in managing escalations using defined OLAs & SLAs;
- Experience
in both hardware/software/system support;
- Excellent
Communication Skills;
- Excellent
People Skills;
- Problem
Solving Skills.
The deadline for application is Friday 16th September 2011.
The Senior Manager – Talent Acquisition
Safaricom Ltd
Nairobi
Via email to: hr@safaricom.co.ke
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