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ICT Officer- End Uset and Intergration



6 months ago

Job Description

• At least one (1) year post graduation experience. • Satisfy the requirements of chapter six of the constitution of Kenya on leadership and integrity Responsibilities • 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.

Required Knowledge, Skills, and Abilities

Education + Experience