Technology Support Coordinator at Kenya Airways

Technology Support Coordinator

This role is responsible for planning, coordinating, and providing Technology services and support across all stations (offices and airports) in the designated region. The manager oversees the implementation and support of technology projects, systems policies, standards, and procedures, manages 3rd party vendors, and oversees technology assets to ensure the availability and reliability of systems. The position also serves as the escalation point for incidents that cannot be resolved by the first-level team and acts as a liaison between Technology departments and business operations.

Detailed Responsibilities

As per the incident management process and the agreed Service Level Agreement (SLA) with the business:

• Accurately log and track incidents and requests.
• Investigate and provide support for all end-user requests.
• Resolve incidents and service requests at the first level.
• Escalate incidents or requests that cannot be resolved within the agreed time to Technology support teams or vendors.
• Communicate progress of major incidents to Technology management.
• Address all incidents, requests, and calls to resolution.
• Provide advice on the quality of replacement spares and parts.
• Monitor, report, and follow up on application and network link issues until resolved.
• Implement and enforce application systems support policies in international stations, ensuring system availability and reliability.
• Receive, classify, prioritize, and log incidents and requests daily.
• Build and maintain excellent relationships with all customers of the service desk, ensuring quality service and meeting expectations.
• Support and configure end users’ devices on standard and business applications such as email and internet.
• Guide technology users through best practices, answer inquiries, and advise on proper use of hardware and software.
• Keep customers informed of incident and request resolution progress, including any changes or outages.
• Implement Service Support policies, plans, and strategies in relation to ITIL incident and request fulfillment.
• Ensure adherence to Technology processes like incident management, request fulfillment, VIP support, and business continuity planning (BCP).

Job Requirements

• University degree in IT or a relevant field.
• MCP certification.
• ITIL Foundation certification.
• A+ certification or equivalent.
• Vendor-based technical training/certification (e.g., HP, Dell, Lenovo).
• At least 5-10 years of experience providing technology support in a busy environment.

Additional Details

How to Apply
If you meet the qualifications, apply today by submitting your detailed Curriculum Vitae through the provided application portal. Due to the high volume of applications, only shortlisted candidates will be contacted.