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.

We are pleased to announce the following vacancy for a Back Office IT -End User Support within the Technology and Information 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 position holder will have responsibility of timely delivery of quality IT End User Support 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 

• Proactive IT on boarding of any new internal staff members joining the business units.
• IT Education, training and awareness, providing clear instruction, help and support, being responsible for what new employees feel, see and hear when introduced to their IT equipment and support.
• Building, setting up and configuring the appropriate equipment required by both new starters and existing employees as required for them to do their jobs.
• Setting up the relevant and appropriate IT access required for internal staff in a secure way and managing the execution of this process.
• Providing high-quality walk-up face to face support during the hours of operation.
• Fulfilling any IT Service Requests in line with the customer expectations and needs.
• Proactively visiting our internal colleagues that are helping to serve our external customers and advisors on a frequent basis identifying and resolving IT issues.
• Providing telephone support remotely helping to resolve IT issues through effective diagnosis, technical actions and customer focus.
• Communicating clearly and effectively with internal colleagues being supported, owning issues through to satisfactory resolution and closure.
• Support IT equipment installations, colleague moves, and changes as required.
• Manage own workload in an efficient and effective way, working to maximize opportunities to help and support team members and colleagues.
• Clearly captures and records appropriate and relevant technical information within the Service Management toolset
• Co-ordinate the successful roll-out of new software and hardware to the entire Safaricom as required. 
• Receive requests to provision a service or an asset and get approval(s) of requests 
• Manage and ensure efficient procedures for the distribution and installation of changes to all end user devices. 
• Disaster Recovery and security of client devices environment through the use of relevant tools. 
• Automation Innovativeness for to enhance end user IT services to ease support activities 
• Co-ordinate audits within the section  
• 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).  
• Receive new assets or services from suppliers & match received goods to Purchase orders. 
• Define and implement Vendor management, service delivery initiatives and SLA across different business units within the company. 
• Build and maintain relationships with all areas of the Safaricom Departments and ensure co-ordination of services offered by vendors 
• Ensure contracts are linked to catalog line items. 
• Evaluate and provide feedback on supplier performance quarterly 

Job Requirements

Qualifications 

• University Degree in an Information Technology related field.  
• 3-5 years’ experience as a 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  
• 3-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 CLICK HERE