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Safaricom IT Engineer Job-Service Desk

We are pleased to announce the following vacancy in the Service Management Department within the Technology Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Detailed Description

Reporting to the Manager – IT Service Desk the position holder will provide first line user support and ensure service requests from internal users are fulfilled within defined SLA’s and ensure timely service delivery.


  • Address and deliver requested services and assist with general information or customer complaints within defined timelines.
  • Manage escalations from customers and ensure feedback is provided within defined timelines
  • Manage in-house 3rd party vendor(s)
  • Provide performance reports and identify gaps aimed at improving services
  • Document and review quarterly the processes, procedures and work instructions for internal user Service Requests.


  • Degree in Computer Science or Information Technology
  • Microsoft certification: MCSE, MCSA, MCP or MCITP
  • ITIL V3/4 Certification or equivalent
  • ICDL Certification
  • A+ and N+ Certification – Hardware & Software
  • Cisco Certification: CCNA
  • 2-3 years’ experience in a Service Desk or User Support environment
  • Experience in managing escalations using defined OLAs & SLAs
  • Experience in managing 3rd Party Vendors
  • Operational Level Agreements and Service Level Agreements Management

How to Apply

Apply for the job here

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