IT Support Technician
About the job
Job Purpose:
Reporting to the Manager, IT Service Delivery, the ideal candidate will be required to provide first level support at the IT Service Desk to IT customers ensuring timely resolution of incidents and fulfilment of their service requests. He/she will also be required to provide workarounds or mitigations whilst escalating unresolved issues to the next level of support and proactively providing feedback to IT customers on the status of their issue or service request.
Principle Accountabilities:
- Receive, classify, prioritize, and log incidents and requests as per IT Service Management Processes.
- Provide first level support by resolving incidents, servicing requests, and providing workarounds/mitigations in a timely manner.
- Escalate incidents/service requests that they cannot resolve within agreed service levels to second level IT support teams and vendors.
- Effectively communicate major incidents resolution progress to IT management and affected business functions.
- Proactively monitor network links and applications uptime, report outages and follow up resolution thereof.
- Identify and report immediately to IT Management any potential IT risks in the user environment.
Knowledge, Skills and experience:
- Bachelor’s degree in IT or any other related field from a recognized university.
- ITIL foundation certification, MCP, A+ or equivalent or any other Vendor based technical training/certification e.g., oracle, HP/Dell.
- Minimum 1 years’ experience in offering technical IT support in a busy environment.
- Excellent communication, analytical and interpersonal skills.
- Ability to work with minimal supervision over long hours when addressing system issues.
- Sound ability to prioritize, time-manage and fast in decision-making.
- Ability to handle pressure and difficult situations with resilience, calmly and effectively.
Behavioural Competences:
- Customer focused.
- Teamwork/Team player
- Result Oriented.
- Problem Solving Skills.
How to apply:
If you fit the profile, then apply today! Please submit/attach a copy of your detailed Curriculum Vitae.
Due to the volume of applications that we receive, only short-listed candidates will be contacted.
Kenya Airways is an equal opportunity employer.
Ramp Bus Driver
Reporting to the Shift Leader Bus Coordinator, the ideal candidate will be required to ensure and maintain a healthy, safe and secure working environment, in compliance with the relevant industry regulatory and legislative requirements, company procedures, regulatory authorities and requirement of the customer airlines. He/she will also be required to ensure consistent and quality delivery of customer service by effectively deploying resources to meet the agreed SLA’s with customer airlines and to maximize on revenue acquired through the 3rd party SLA’s.
Principle Accountabilities;
- Embrace and maintain a positive safety culture, a healthy and secure working environment in passenger services in compliance with relevant company standards, legislative and industry standards.
- Identify and report hazards, near misses, incidents and accidents whilst leading mitigation briefings.
- Provide efficient, high quality customer service delivery in day to day operations to Customer Airlines at all customer touch points according to the agreed Service Level Agreements and Company Policies in order to delight the customer and improve the overall customer experience at JKIA.
- Ensure smooth and effective arrival, departure and transfer of Passengers at JKIA.
- Based on the arrivals and departure requirements, plan for safe and secure deployment of buses and service delivery in order to achieve on time performance target and minimum waiting times for disembarking passengers by preparing a bussing plan.
- Monitor the serviceability of the bus in operations and activate the fall back plan in case one fails.
- Ensure that Buses are only used for their intended purpose.
- Ensure all buses are safely operated at the ramp and in adherence to Company Standard Procedures.
- Report non-compliance to the line manager for corrective action to be taken.
- Ensure the daily checklist is done to determine serviceability.
- Ensure cleanliness of the buses is maintained.
- Conduct standard checks in checking for articles that have been left behind by guests and that the reporting mechanism is adhered to.
- Ensure pre-recorded announcements are available in each bus and are used appropriately.
- Ensure passengers are transported to the legal agreed points of drop or pick in the airport.
- Ensure Buses are parked at their designated areas to avoid accidents and injuries.
- Contribute to the definition and development of the KQ product portfolio in terms of scope of service to ensure that the service standards for 3rd party and customer airlines expectations are met.
- Maintain grooming standards as per the corporate uniform guidelines.
- Being responsible for the security and safety of passengers in the bus and the bus itself.
- Adhere to KQ WAY principals and best practices.
Knowledge, Skills and experience;
- Minimum “O” level Grade D+ or equivalent qualification.
- Minimum 3 years’ experience driving ramp equipment.
- Valid driving license categories ABCDE, PSV, AA certification.
- Airside driving certificate.
- Airside Safety Awareness.
- Dangerous Goods CAT 8.
- Aviation Security Awareness.
- Safety Management System (SMS) Awareness.
- Passenger handling awareness.
- Excellent communications, problem and people skills.
- Must be a person of unquestionable integrity.
Behavioural Competences:
- Teamwork/team player.
- Customer centric.
- Results oriented.
- Time conscious.
How to apply:
If you fit the profile, then apply today! Please submit a copy of your detailed Curriculum Vitae.
Due to the volume of applications that we receive, only short-listed candidates will be contacted.
Kenya Airways is an equal opportunity employer.
Equipment Operator
Reporting to the Shift Leader, Passenger Ramp and/or Team Leader Airline Equipment Uld, the ideal candidate will be required to ensure and maintain a healthy, safe and secure working environment, in compliance with the relevant industry regulatory and legislative requirements, company procedures, regulatory authorities and requirement of the customer airlines. He/she will also be required to operate ground support equipment (GSE) in accordance with company operating procedures and regulatory authorities while ensuring healthy, safe and secure work practices.
Principle Accountabilities;
- Embrace and maintain a positive safety culture, healthy and secure working environment in compliance with company procedures, regulatory authorities and requirements of customer airlines.
- Operate GSE within the safety requirements in adherence to company standard operating procedures and the requirements of the customer airlines to avoid safety accidents and injuries.
- Only operate GSE for its intended use.
- Only operate GSE for which adequate training, and qualification has been received and if authorized by the line manager.
- Prepare, check and position all necessary GSE in preparation of the aircraft handling.
- Report any irregularities during loading / offloading to Turnaround Coordinator.
- Note any defects on the equipment and report any deficiency to the supervisor on duty.
- Ensure and maintain cleanliness of Ground Support Equipment.
- Ensure equipment are parked at their designated areas with engines are switched off, parking brakes applied, and chock applied if fitted with them.
- Identify and report hazards, near misses, incidents and accidents whilst participating is mitigation briefings.
- Maintain required levels of certification/licensing to ensure safe and effective use of equipment. Any certification expiry should be reported to the line manager.
- Deliver passenger baggage, cargo, mil and courier to their appropriate points of delivery within cutoff time.
- Being responsible for the security of the equipment one is operating and the loads one is towing or handling.
- Adhere to KQ WAY principals and best practices.
Knowledge, Skills and experience;
- Minimum “O” level Grade D+.
- Appropriate experience/certification to operate GSE.
- Ground handling equipment certificate.
- Valid driving license categories BCDE.
- Equipment operator training (Level I – Tractor / Pallet mover; Level II – All GSE except Pushback and Level III – All GSE).
- Proficient in operating ramp equipment including the pushback.
- Radio telephonic certificate (Level-III only).
- Airside driving training.
- Airside Safety Awareness.
- Aviation Security Awareness.
- Dangerous Goods CAT 8.
- Safety Management System (SMS) Awareness.
· Must be a person of unquestionable integrity.
Behavioural Competences:
- Teamwork/team player.
- Customer focus.
- Self-motivated
- Time conscious
How to apply:
If you fit the profile, then apply today! Please submit a copy of your detailed Curriculum Vitae.
Due to the volume of applications that we receive, only short-listed candidates will be contacted.
Kenya Airways is an equal opportunity employer.
Travel Advisor
Reporting to Sales and Reservations Supervisor, the ideal candidate will be required to maximise Group revenue through group travel organisers in order to achieve UK revenue budget, assist Sales & Reservations Supervisor and support UK & Europe Operations and process Refunds – UK and Europe within IATA time lines and co-ordinate with GSA.
Principle Accountabilities:
- Deliver agreed growth target to help team achieve UK revenue budget.
- Negotiate group pricing policy with Revenue Management to enable effective external quotations.
- Respond to group fare requests to external customers in order to beat competition and secure incremental business.
- Liaise with HDQ on space confirmations & schedules to ensure profitable movements.
- Ensure operational colleagues are pre-briefed to deliver specified aspects of customer service.
- Promote, sell and book Ancillary Services.
- Provide cover within the Reservations Department.
- Process UK & Europe BSP Refunds and Flag up concerns to ensure we are within the new IATA time line of 60 days.
- Co-ordinate with Europe GSA to push for processing refunds in good time.
- Provide assistance to airport staff during flight disruptions.
- Process email enquiries from GSA’s, HQ and Key Agents as identified.
Knowledge, Skills and Experience
- ‘A’ levels or equivalent.
- 2-3 years’ commercial experience in air travel or related industry.
- BSP Refunds processing experience.
- Advanced user of Word, PowerPoint and Excel
- Advanced knowledge of issuing and re-issuing of tickets
- CRS or airline equivalent in MS Word / Excel / Outlook.
- Good communication skills.
- Negotiation skills.
Competencies
- Flexible, passionate for customer service and adaptable to undertake many different task and when assigned.
- Complete tasks under taken within deadlines set internally and externally within the SLA.
- Team player.
- Commercial focused and able to act on own initiative when required.
- Integrity and reliability.
- Attention to detail.
- Able to work under pressure and prioritize workload accordingly.
Performance Indicators
- Monthly report & Flown Revenue Data.
- Annual negotiations.
- Trade feedback.
- HDQ feedback.
- LHR feedback.
- Revenue Targets.
- Number of Refunds Pending & Processed.
- Number of queries raised by accounts due to mistakes/errors.
- Time taken to re-accommodate passengers on disrupted service.
- Number of action items raised at performance meetings.
How to apply:
If you fit the profile, then apply today! Please submit a copy of your detailed Curriculum Vitae.
Due to the volume of applications that we receive, only short-listed candidates will be contacted.
Kenya Airways is an equal opportunity employer.
Commercial Manager, Benelux
Job Purpose
Reporting to the General Manager – Europe and Vanilla Islands, the ideal candidate will be tasked with responsibility of selling Kenya Airways products and network to achieve the set sales target within the country and ensure customer centric approach driving long-term customer loyalty and recognition.
Principle accountabilities include:
- Drive the sales and commercial action plan for the sales area to deliver the budgeted objectives.
- Manage and monitor the performance of the relevant GSA in the countries comprising the Vanilla Islands.
- Monitor and recommend pricing levels in the sales area to maximize yield and revenue.
- Identify new sales opportunities and take steps to implement them for new revenue streams.
- Develop and service trade partners to maximise loyalty and revenue generation.
- Ensure that the team adapts quickly to market changes and opportunities.
- Be the principal administrator for Kenya Airways in the sales area while safeguarding KQ interest.
- Coordinate efforts with Ground Services team and cargo team to deliver optimal route level financial results.
- Drive customer focused philosophies throughout the organization to maximize customer loyalty.
- Accountable for Customer satisfaction (all segments).
- Champion innovation and change to meet customer needs, and drive commercial objectives.
- Be the company representative towards clients, partners and local authorities.
Knowledge, Skills, and experience
- Bachelor’s Degree in a relevant field from a recognized Institution.
- Minimum of 5 years airline experience in sales and marketing of which 2 must be at a senior sales level.
- Ability to lead and motivate a team.
- Strong analytical skills.
- Good negotiator and ability to influence.
- Proficiency in a foreign language will be an added advantage.
- Cost conscious.
- An entrepreneurial mindset.
Desired Behavioural Competencies
- High level of integrity.
- Good communicator and articulate.
- Possession of excellent problem solving, negotiating, influencing and communications skills.
- Proactive/self-starter.
- Good KQ product knowledge.
Key Performance Indicators
- Achieve market share, passenger, and revenue targets as set (yields, revenues & pax numbers).
- Visible revenue/passenger number growth.
- Grow volume and quality of customer databases.
- NPS target score to be achieved and surpassed.
- High efficiency standards through quality of customer relationship.
How to apply:
If you fit the profile, then apply today! Please submit/attach a copy of your detailed Curriculum Vitae.
Due to the volume of applications that we receive, only short-listed candidates will be contacted.
Kenya Airways is an equal opportunity employer.