Job Description

Ensure a high level of IT service is provided in ESA by regional site-specific resources and liaising with global IT teams as needed, including personally delivering IT support for the few companies VIPs in the region.



  • Taking ownership for managing the resolution of Incidents and Requests associated with all in-scope technologies using the central IT tool ServiceNow, which will be achieved by;
  • Tasking and coordinating site contacts for non-technical tasks, including translating into local language as needed.
  • Tasking and coordinating site-specific 3rd parties or Upfield technical experts (where they exist, such as Factories) for technical tasks, including translating into local language as needed.
  • Liaison with Global Network & EUC Service Owners/teams on regional elements of network & EUC incidents/problems/changes and other tasks as needed were not provided by central IT teams.
  • Work with and assist site/regional Workplace leads to oversee the provision of agreed non-technical site elements of IT incidents/problems/changes.
  • Supplier management (contract, procure, invoices, performance, etc) of local 3rd parties to provide technical support for in-scope technologies in the region.
  • VIP IT support service to VIPs in the region, delivering “white glove” service and liaising with central teams as needed.
  • Coordinate support and “New Demand” for following technologies within the region in offices, factories, and for remote working - last-mile telecoms infrastructure, mobile telephony, Audio Visual conferencing equipment, any other IT devices not centrally supported including some printers/peripherals/scanners/office room booking terminals, etc.


Skills and Qualifications

  • Deskside support of end-users – preferably 2nd line.
  • BSc/BA in information technology or computer science
  • Strong customer management and interpersonal skills
  • Strong communication skills including fluent English speaker
  • Strong supplier management skills
  • Confident / Personable
  • General IT support experience in networking, applications, hosting
  • Strong problem-solving skills.
  • Experience coordinating IT support across several sites/countries
  • Experience delivering IT support for VIPs


Job Details

Level : Management level
Industry : Information Technology / IT
Salary : Confidential
Experience : 3 Years
Applications : 10
Locality : Nairobi, Kenya
Eligibility : Bachelor
Company : CDL
Posted By CDL / 28 Jan 2021

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