Supervisor ICT Service Support Full-time Job

Supervisor ICT Service Support

Job Summary:

The Supervisor ICT Service Support is responsible for guiding and ensuring that resolution of incidents by 2nd line Service Support team is done following the laid down procedure.

Key Responsibilities:

1. Attend to service requests and incidents assigned to the team within defined SLA.
2. Identify, monitor and resolve or escalate recurring incidents which translate to problems
3. Coordinate collection of obsolete assets for retirement purpose.
4. Supervise, mentor, coach and promote talent growth of officers in order to support business through excellent customer service.
5. Provide next escalation level of ICT Support Officers.
6. Establish performance targets for the direct reports and ensure that they are achieved.
7. Monitor Incidents resolution and services recovery by direct reports
8. Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

Academic and Professional Qualifications

Bachelors degree in Computer Science, IT or a related field

The following certifications will be an added advantage:

1. MCSE, A+, N+
2. ITIL Training
3. Customer Care Training

Relevant Work Experience Required

The job holder must have at least 3 years progressive work experience in user support in a busy IT environment.

The job holder must also:

1. Have working knowledge and experience in automation tools such as System Center Configuration Manager and Microsoft SharePoint
2. Possess experience in installing, configuring and troubleshooting Windows and Linux operating systems
3. Demonstrate working knowledge of printer configuration, setup and troubleshooting
4. Have hands on experience in setting up and troubleshooting Local Area Networks and have knowledge of different network protocols
5. Be possess experience in supporting IP phones and teleconferencing systems; Webex, Teams, etc.
6. Have experience in management of active directory users and computers.

Competencies

1. Possess excellent communication skills
2. Exhibit the ability to work well in a team
3. Possess sharp analytical and problem solving skills
4. Display a strong customer focus character
5. Demonstrate ability to prioritize workload

Job Application Guidelines

Registration:

• Go to https://erecruitment.kra.go.ke/login and then click on the Register button to start the application process.
• After registration, you will receive an email enabling you to confirm your email address and complete your registration.

Log on:

• After registration go to https://erecruitment.kra.go.ke/login
• Key in your username and password then click on Log in to access your account.
• After successful log in, the system will open the Applicant Cockpit.

Candidate Profile (To create or update applicant detail):

• On the Applicant Cockpit page, go to the tab Candidate Profile.
• Click on My Profile to create and update your profile.
• Follow the instructions to complete your profile.
• The process will end by clicking the tab Overview and Release.
• Ensure you click the check box on the page to complete the profile.

Application process:

• To view the open job postings, click on the tab Employment Opportunities on the Applicant Cockpit page.
• Under the heading Job Search click the Start button to view all available vacancies.
• Click on the Job posting to display the details of the position.
• To apply for the position, click Apply button at the top of the page.
• Follow the instructions to complete and submit your application.
• Kindly note that all mandatory fields must be completed.
• To complete the process of application, click the Send Application Now button after reviewing and accepting the Data Privacy Statement.

In case of any challenges, please send your email query to [email protected]

If you experience any delay in receiving an email notification at the end of the e-recruitment registration process, please refresh your email. In case of any challenge, please send your query to [email protected]

Kenya Revenue Authority does not charge any fee at any stage of the recruitment process (application, shortlisting, interviewing, and/or offer)

The Kenya Revenue Authority was established by an Act of Parliament, Chapter 469 of the laws of Kenya, which became effective on 1st July 1995. KRA is charged with collecting revenue on behalf of the government of Kenya.The core functions of the Authority are: -To assess, collect and account for all revenues in accordance with the written laws and the specified provisions of the written laws.To advise on matters relating to the administration of, and collection of revenue under the written laws or the specified provisions of the written laws.To perform such other functions in relation to revenue as the Minister may direct.