Job Expired

company-logo

Back Office IT -Service Desk

Safaricom Telecommunications Ethiopia PLC

job-description-icon

ICT

Computer Science and Information Technology

Addis Ababa

3 years - 5 years

Position

2021-08-31

to

2021-09-06

Required Skills
Required skills have not yet been specified for this position this job
Fields of study
No fields of study

Full Time

Share

Job Description

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 

Related Jobs

1 day left

Tracon Trading PLC

Senior IT Professional

IT Technician

time-icon

Full Time

5 yrs

1 Position


Bachelor's Degree or Diploma in Computer Science, Information Science or in a related field of study with relevant work experience

Addis Ababa

1 day left

Ruftana Trading PLC

ICT Manager

ICT Manager

time-icon

Full Time

3 - 5 yrs

1 Position


Bachelor's Degree in Information Technology, Computer Science, or in a related field of study with relevant work experience Duties & Responsibilities: - Plan, manage, and implement ICT strategies aligned with the company’s goals - Lead and coordinate IT-related tender projects, including documentation and execution - Supervise the procurement, configuration, and maintenance of IT hardware and networking systems - Oversee the delivery, setup, and quality assurance of IT products and solutions - Manage internal and external ICT support and ensure minimal downtime - Supervise ICT technical staff and delegate tasks as needed Required Skills: - Experience managing tender projects and preparing technical proposals is highly desirable - Strong understanding of network systems, servers, IT infrastructure, and hardware configuration - Excellent leadership, communication, and documentation skills

Addis Ababa

3 days left

SHANGTEX GARMENT MANUFACTURING ETHIOPIA PLC

IT Officer

IT Technician

time-icon

Full Time

0 - 2 yrs

1 Position


Bachelor’s Degree in IT or in a related field of study with relevant work experience Age: Under 26 Duties & Responsibilites: - Responsible for the daily work of maintaining, managing, troubleshooting and other aspects of the factory network and its electronic equipment, ensuring the normal operation and updating of the equipment. - Install and maintain computer, server system software and application software, and provide software and hardware technical support. - Solve and eliminate various software and hardware failures, keep records, and regularly prepare system operation reports. It is necessary to accurately record the occurrence, handling process and results of each failure for subsequent analysis and improvement Required Skills: - Have a strong sensitivity to numbers and good calculation ability. - Strong problem-solving skills and attention to detail. - Ability to work well in a team environment.

Addis Ababa

8 days left

SNFD Bakery PLC

Graphic Designer and Social Media Management

Graphic Designer

time-icon

Full Time

1 yrs

5 Positions


Bachelor's Degree in Software Engineering, Graphics Arts, Computer Sciences or in a related field of study with relevant work experience Duties & Responsibilites: - Design visually appealing graphics for social media posts, stories, and advertisements. - Collaborate with marketing and content teams to develop creative concepts and campaigns. - Maintain brand consistency across all social media platforms. - Stay updated with current design trends and social media best practices. - Manage and organize digital assets efficiently. - Analyze performance metrics and adjust designs to optimize engagement. - Receive feedback and make necessary revisions promptly. Required Skills: - Proven experience as a graphic designer, specifically for social media. - Proficiency in graphic design software such as Adobe Photoshop, Illustrator, and Canva. - Strong portfolio showcasing creative and engaging social media graphics. - Excellent communication and collaboration skills.

Addis Ababa

about 7 hours left

Ethiopian Public Health Institute (EPHI)

System Developer (Full Stack Web Developer)

Full Stack Developer

time-icon

Contract

8 yrs

1 Position


MSc Degree in Computer Science, Computer Engineering, Software Engineering, Information Technology or in a related field of study with relevant work experience Duties and Responsibilities: - Develop and implement code solutions to address analytical questions, perform diagnostics on results, and assess methods effectively. - Collaborate with data analysts and biostatisticians to ensure the accuracy and relevance of implemented solutions. - Collaborate with software developers to manage and enhance databases containing health data, aligning with region research priorities.

Addis Ababa

1 day left

EthSwitch S.C

Digital Payment Officer

Digital Service Officer

time-icon

Full Time

2 yrs

1 Position


BSc Degree in Computer Science, Software Engineering or in a related field of study with relevant work experience

Addis Ababa