Job Description
POSITION: SENIOR ICT OFFICER- HELPDESK ADMINISTRATION (JSG 4)
Job Reference Number : V/No.12/2022
Terms of Service : Permanent and Pensionable
Gross Salary Scale : Kshs. 169,800 – 227,600 p.m.
Job Purpose:
The job holder will be responsible for offering IT support function,
coordinating and delivering various ICT related services in accordance with
establishment. Providing responsive, professional service and technical
support to staff to ensure efficient operation and use of ICT Systems, IT
equipment and Internet services.
Reporting Responsibilities:
The job holder is responsible to the Assistant Director, ICT
Area of Deployment:
Directorate of ICT
Key Duties and Responsibilities:
i. Establishing a communication helpdesk platform for facilitate
interaction with clients to provide IT support through all media;
ii. Managing, monitoring and supporting team of helpdesk technicians
and review their performance and developing feedback reports for
management;
iii. Coordinating and managing all relevant stakeholders, including the
support desk team, customers, and other teams that are involved in
help desk operations;
iv. Planning and managing escalations and to facilitate the resolution of
any issues be resolved in timely;
v. Scheduling and coordinating office applications installation and
support;
vi. Ensuring documentation of hardware and software preventive
maintenance and repair schedules;
vii. Ensuring all processes used by the help desk are thoroughly
documented, consistently audited, and regularly improved;
viii. Undertaking research for ICT solutions for Business functions in liaison
with users; and
ix. Facilitating Performance Management, mentoring, guidance and
counseling of staff.
Job Requirements: Academic and Professional Qualifications
For appointment to this grade, the applicant must have: -
i. A Bachelor of Science degree in any of the following fields: Computer
Science, Computer Technology, Informatics, Computer Science &
Technology, Information Systems, Business Information Technology
(BBIT), Computing Science and Technology, Computer Security and
Forensics or its equivalent qualification from a recognized Institution;
ii. Membership of Computer Society of Kenya or any other recognized
professional body;
iii. Possess at least two (2) Professional certifications in ITIL or any ITSM
equivalent;
iv. A Senior Management course or its equivalent from a recognized
institution; and
v. Demonstrated merit and ability as reflected in work performance and
results
Experience:
i. A Minimum six (6) years relevant work-experience with at least three
(3) years at Supervisory Management Level.
ii. Experience in installation and updating Desktop/Workstations and
Applications, managing Active Directory and o365, Windows 7/10,
Microsoft Office Suite (Word, Excel, PowerPoint and Access), working
on computer hardware;
iii. Have an in-depth understanding of a CRM software in supporting all
processes and workflow in an organization to resolve all customer
issues; and
iv. IT Service Desks platforms or ERP CRM deployment and support will
be an added advantage.
Job Core Competencies:
i. Excellent written and oral communication skills;
ii. Leadership and Good interpersonal skills;
iii. Professional and Technical competence;
iv. Confidentiality, High Integrity, attention to details and accuracy;
v. Analytical and Negotiation Skills; and
vi. Organizational, planning skills and Results-oriented