The Kenya Revenue Authority (KRA) was established by an Act of Parliament, Chapter 469 of the laws of Kenya , which became effective on 1st July 1995 . The Authority is charged with the responsibility of collecting revenue on behalf of the Government of Kenya. A Board of Directors, consisting of both public and private sector experts, makes policy decisions to be implemented by KRA Management. The Chairman of the Board is appointed by the President of the Republic of Kenya . The Chief Executive of the Authority is the Commissioner General who is appointed by the Minister for Finance. PURPOSE OF KRA Assessment , Collection, Administration and Enforcement of laws relating to revenue.
Job Summary:
- The Officer, ICT Service Desk is responsible for receiving service requests; provide 1st line support and creating incidents to 2nd and 3rd line Support.
Key Responsibilities:
- Provides the first line support and primary point of contact for all service-related queries, issues and requests.
- Receives and resolves 1st level calls using the relevant support documentation, training manuals or resources.
- Escalates service requests to incidents or problems when necessary and assigns to 2nd or 3rd line support for resolution.
- Follow up on overdue work tickets with the assigned 2nd and 3rd line support officers.
- Monitors the successful conclusion of all calls following up on customer calls where necessary.
- Logs, classifies, prioritizes and assigns Service Level Agreements (SLAs) to service requests, incidents and problems.
- User sensitization on 1st line support.
- Works with users and the ICT Service Desk Supervisor to identify and assess service enhancement opportunities.
- Re-engineer Service Desk processes to reduce turnaround time and improve service delivery in ticket assignment leading to even distribution of tickets to all 2nd and 3rd line support officers through round robin.
- Ensure compliance to ISO (9001:2015 and 27001:2013) and data security requirements
Academic and Professional Qualifications
- Bachelor’s degree in Computer Science, IT or a related field.
- Masters Degree will be an added advantage
Relevant Work Experience
- Must have worked for at least one (1) year post-graduation in a busy IT Support Environment.
Technical Skills Required
The post holder must possess:
- Knowledge of desktop software and hardware installation and configuration skills
- Excellent listening and questioning skills, combined with the ability to interact confidently with users to establish what the problem is and explain the solution
- Possess excellent communication skills
- Display Strong customer focus character
- Exhibit the ability to work well in a team
- Possess sharp analytical and problem solving skills
- Demonstrate ability to prioritise workload
Competencies
- Possess excellent communication skills
- Display Strong customer focus character
- Exhibit the ability to work well in a team
- Possess sharp analytical and problem solving skills
- Demonstrate ability to prioritise workload
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