• At least one (1) year post graduation experience.
• Satisfy the requirements of chapter six of the constitution of Kenya on leadership and integrity
• Ensuring that the service request desk/help desk operates as a highly professional service center
that 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.