Jubilee Insurance Need Senior Officer – Service Desk Administration

We currently have an exciting career opportunity for a Senior Officer – Service Desk Administration within Jubilee Life Insurance Limited. The position holder will report to the Senior Manager – Service Desk Administration and will be based at our Head Office in Nairobi.

Key Competencies.

• Problem-Solving: Capacity to address support challenges efficiently.
• Customer Focus: Commitment to delivering exceptional user support and satisfaction.
• Collaboration: Skill in working with teams to achieve shared objectives.
• Communication: Ability to explain technical issues to non-technical users clearly.
• Ethical Integrity: Dedication to transparency, compliance, and ethical practices.
• Attention to Detail: Precision in ticket handling and process documentation.

Key Deliverables

• Service Desk Support: Ensure 95% SLA adherence and 90% issue resolution within 24 hours annually.
• Efficiency Gains: Improve service desk resolution times by 10%, supporting 10,000 users by 2027.
• Compliance Excellence: Achieve 100% compliance with regulatory and governance standards, with zero audit
  findings annually.
• Training Completion: Train 80% of end-users on service desk tools within 6 months.
• User Satisfaction: Achieve a 90% user satisfaction rate for support services within 12 months.

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