About Us

Safaricom Telecommunications Ethiopia Plc is a company supporting Ethiopia’s digital transformation. As a member of the Vodacom family, we have a wealth of experience connecting over 334 million people globally and over 180 million people in Africa across our network. We look forward to partnering with Ethiopians as we build a new network in Ethiopia.

We are setting the groundwork in readiness for the launch of our services next year and are looking to work with purpose-led teams that put the community at the heart of service.

Safaricom Ethiopia is offering a wide range of careers, whether you’re looking to join our technology, commercial or corporate teams. If you would like a challenge and the promise of a digital future for the people of Ethiopia, we are looking for you. 

We are pleased to announce the following vacancy for a Back Office IT -Service Desk within the Technology Function in Ethiopia. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below. 

Detailed Description 

Reporting to the Back Office IT- Service Center Lead, the role holder will have responsibility of timely delivery of quality IT Service Desk across Safaricom, implementation of strategic and innovative desktop/device technologies as per Safaricom business objectives while collaborating with business partners to rollout IT business solutions as required. 

 Job Responsibilities 

• Identify and diagnose issues and problems and Support problem identification
• Advise users on appropriate course of action
• Monitor issues from start to resolution and escalate, if needed, unresolved problems to a higher level of support
• Receives and handles requests for service, following agreed procedures and promptly allocates calls as appropriate.
• Logs incidents and service requests and maintains relevant records:
• Identifies and classifies incident types and service interruptions
• Records incidents cataloging them by symptom and resolution
• Systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems and interrogates database for potential solutions.
• During change, acts systematically to respond to daily operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
• Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
• Maintains records, informs users about the process and advises relevant persons of actions taken.
• Define and implement a Hardware and Software Asset Management (ITAM) database using discovery tools (SCCM) and automated tools to maintain accurate global configuration information of devices/Desktop and IT software licenses on the Safaricom network  
• Ensure all assets are accounted for and components are accurately inventoried in an approved database to ensure audits compliance. 
• Document obsolete assets from operational use and acquire legal indemnification for disposed assets while updating the asset status 
• Manage licensing across all Safaricom offices and call centers to ensure legality, proof of ownership and utilization 
• Formulation of SLA’s for all device support services within the company. 
• Ensure 98% target availability of desktops/laptops, printers, projectors, Network Devices and Video conferencing within all Regional Offices 
• Enforce adherence to SLA for turnaround of the different tickets for request fulfillment. 
• Ensure all aspects of customer support, response, is a good experience and consistent (not one off).  
• Define and implement Vendor management, service delivery initiatives and SLA across different business units within the company. 
• Ensure contracts are linked to catalog line items. 
• Evaluate and provide feedback on supplier performance quarterly 

Job Requirements

• University Degree in an Information Technology related field.  
• 3-5 years’ experience as a senior support analyst in a User Support environment. 
• ITIL Certifications or Equivalent. 
• Microsoft Certification: MCSE, MCSA, MCP 
• CISCO Certification: CCNA 
• Experience in Virtualized systems 
• Experience in Microsoft SCCM and related software Deployment tools  
• Ability to Project Desktop hardware and software requirements. 
• IT Projects Management.  
• Experience in Capex and Opex Management  
• 4-year experience in Supplier/Vendor Management, IT Support Services sourcing and contract cost monitoring & Agreements Maintenance 
• Good stakeholder management skills 
• Excellent People Skills. 
• People Management 
• Customer Obsessed. 

How to Apply

If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on Ethiojobs.net