Service Centre Technician

                                                            JOB: SERVICE CENTRE TECHNICIAN   

JOB PURPOSE:

Actively participate in all Service Centre activities for the SICPATRACE solution in Kenya, including the Support Line and support email account, in order to ensure efficient and effective support for the operation of the system.

JOB RESPONSIBILITIES

Main Responsibilities

1. Actively participate in all Service Centre activities, including the central Support Line and support email account (support.ke@sicpa.com)), to ensure that all inquiries and requests are quickly answered and promptly resolved / fulfilled.
2. Serve as a first point of contact for the customer and system users for solution service and support.
3. Coordinate with the Field Service & Support and IT Support teams to ensure that all corrective maintenance activities are fulfilled in a timely and efficient manner.
4. Ensure that external and internal SLAs are met and that issues are escalated appropriately and resolved in a timely manner.

Incidents, Problems & CRs

1. Actively participate in the management of work on incidents, problems and change requests, including planning and coordination with the customer (KRA), the local Field Service & Support and IT Support teams, and the external 3rd level support teams (CH & ES), key deliverable reviews, acceptance testing, and deployment coordination.
2. Analyse incident and PRB trends and raise PRBs of repeat incident occurrences.
3. Close incidents, problems and CRs after verification that the underlying issue(s) have been resolved.

Training

1. Actively participate in the development and delivery of solution-related trainings for the customer and taxpayer system users
2. Actively participate in development and delivery of internal training materials and provision of training sessions for new and existing team members.

Status Reporting

1. Responsible for status reporting, including Operational Performance Management and Service Management reports, as scheduled or as required.

Coordination of Releases

1. Actively participate in the communication and coordination of releases and upgrades, both internally and externally.

General/ Other activities

1. Ensure that all SICPA policies, including those concerning Health, Safety and Environmental protection, are respected, and implement or propose improvements in such practices.
2. Contribute to the development and maintenance of policies, processes and procedures for SICPA Kenya, including those for operations, maintenance, and support
3. Management of special tasks, projects or initiatives to improve quality, efficiency, or cost effectiveness of the solution or the local entity team, as agreed with the General Manager

Participate in general management and administrative tasks for the Local Entity, as requested by the General Manager.

Specific knowledge linked to the work:

Mandatory:

• Strong troubleshooting skills and demonstrated abilities to diagnose and analyse software issues
• Experience managing 1st level support activities (Service Center, Support Line, etc.)
• Experienced with quality and performance monitoring processes
• Experience with Microsoft Office tools (Excel, Word, PowerPoint, Visio)

Knowledge in one or more of the following fields a plus:

• Experience troubleshooting computer networks
• Knowledge of basic IT support procedures and tools