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 Responsibilities
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 Responsibilities
- 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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