CIC Insurance Group Limited, commonly referred to as CIC Group, is an insurance and investment group that operates mainly in Kenya, Uganda, South Sudan and Malawi

PURPOSE:

Responsible for providing direct support to users by ensuring that all users’ access required ICT services and maintain high service standards to improve productivity within the company. Responsible for first line support & co-ordinating solution delivery between the end users and second line ICT administrators within the company.

PRIMARY RESPONSIBILITIES:

• Provide timely and effective support to end- users through various channels, including the ICT hotline, email, chat or walk ins.
• Actioning support tickets as assigned on the service desk.
• Guide users through step-by-step solutions and provide remote assistance when necessary.
• Conduct training sessions to educate users on use of hardware, operating system and company telephones and best practices.
• Installation, configuration and ongoing usability tuning of desktop computers, peripherals equipment and software within established standards and guidelines.
• Trouble shooting and resolution of end user computing, printers, telephony.
• Preventive maintenance of hardware equipment and associated record keeping.
• Incident record keeping, tracking and escalation to the relevant ICT administrators. Performs diagnosis and coordinates repairs of hardware with external service providers

Academic and Professional Requirements

Education    Bachelor’s Degree    Degree in an ICT related field    E

Professional Qualification    CCNA, ITIL, CompTIA    D

Experience Required:

• 3 years Relevant experience