Brief Description        

• Job Purpose Statement: To provide leadership to Technology support coordinators, Technicians, Asset coordinator and managed printing services, ensuring timely resolution of incidents and requests as well as escalations as per the defined Incident management process. The role ensures the teams performs their assigned duties and responsibilities as per agreed SLA. To ensure deployment, management, support and security of the devices, applications and data that Kenya Airways staff require to perform their duties (Scope: all End user Computing Devices globally, Operating Systems, Applications, patching and Antivirus). The role has responsibility to ensure effective planning, coordination and provide effective Technology services and support in Kenya covering Head Quarters, Academy, Clinic, all Sales and Airport offices and all Outstations. It also acts as aliais on between Technology sections and the vendors.

Detailed Description        

Incident Management

• Aper incident management process and agreed SLA with the business:
• Follow-up on resolution of incidents and Requests logged and status.
• Ensuring investigation and providing support for all end user requests.
• Monitoring first level resolution of incidents/service requests.
• Escalating incidents/service requests that cannot be resolved within agreed timescales to the second level Technology support teams and vendors.
• Communication and update to the Technology Management on major incident resolution progress.
• Ensure problem-fixing all incidents, requests, and other calls. Provide guidance on the quality of replacement spares and parts.
• Application and Network links monitoring, reporting and follow-up for resolution.

 CustomerRelations

• Receive, classify, prioritize and log incidents and requests on daily basis Build and maintain excellent relationships with all Technology customers and vendors while maintaining quality service and meeting expectations.
• Ensuring Technology customers are taken through a series of best practices as well as answering their inquiries and advising on proper use of hardware and software.
• Keeping affected customers informed about incident and request resolution progress on daily basis, notifying them of impending changes and or agreed outages etc
• Having service review sessions with Technology customers

 Processes, Policies and Compliance

• Implement Service Support policies, plans and strategies relating to ITI incident, and request Fulfilment and others as may be applicable. Ensuring adherence to Technology processes e.g Incident Management, Request fulfilment, VIP Management.
• Ensuring proactive identification and immediate resolution and reporting to Technology Management any potential Technology risks in the user environment
• Detection of possible problems and ensuring workaround provision.
• Analyzing and reporting on vendor performance.
• Prepare performance and ad hoc reports to measure and improve incident management among others
• Attend the change advisory board to discuss Technology changes.
• Prepare performance and ad hoc reports to measure and improve incident management among others

Job Requirements        

• University degree in IT or relevant field
• At least 5-10years’ experience in offering technical Technology support in a busy environment
• MCP
• IT IL foundation certification A+ or equivalent
• Vendor based technical training/ certification e.g. HP/Dell
• Good analytical skills
• Positive attitude
• Ability to work with minimum supervision Technology proficiency and skill.
• Customer service
• Experience in logistics