Helpdesk Administrator Kenyan Job

Jubilee Insurance was established in August 1937, as the first locally incorporated Insurance Company based in Mombasa in 1937. Jubilee Insurance has spread its sphere of influence throughout the region to become the largest Composite insurer in East Africa, handling Life, Pensions, general and Medical insurance.

Role Purpose

The job holder will be responsible for the provision of technical support within the ICT Helpdesk (communications mobile systems and networks), including architectural design, functionality, and security. The job holder will also oversee the management of the day–to–day operations of the ICT Helpdesk Team, ensuring effective, efficient, and best value ICT services are provided.

Main Responsibilities

  1. Manage the Helpdesk system to ensure that staff queries are logged & resolved as soon as possible and within agreed SLA times.
  2. Coordinate with various other IT resources (Application and Infrastructure) to ensure that any IT PC/LAN/WAN issues are resolved as soon as possible.
  3. Provide ad hoc/weekly helpdesk reports, detailing calls logged that have been resolved and explanation of any discrepancies. Escalate delayed tasks promptly.
  4. Ensure that all external contracts/SLAs/Licenses documentation is kept current and relevant.
  5. Manage vendors deliveries & invoices appropriately.
  6. Conduct preventative maintenance on Jubilee owned IT assets on a regular basis, to guard against early/frequent breakdowns.
  7. Provide required IT support within meeting/conference rooms.
  8. Ensure that support calls are closed within agreed time frames, accurate inventory is maintained and that agreed upon SLAs with Users for their requests are maintained.
  9. Providing first line support to customers & escalating customer calls to second line technical support.
  10. Provide IT communication on changes & critical updates to the business & users.
  11. Any other tasks as assigned by the Group Chief Information Officer, in accordance with the workings of the IT department of Jubilee Insurance.

Key Competencies

  1. Visionary Leadership
  2. Entrepreneurial Spirit
  3. Market Awareness
  4. Customer Focus
  5. Continuous Innovation
  6. Ownership & Commitment
  7. Team Spirit


  1. Bachelor of Science Degree in Computer Science or any other related field.
  2. Microsoft Certified Systems Engineer Qualification.
  3. CCNA/ITIL/PRINCE 2 Project Management Qualification.

Relevant Experience

  1. Minimum of 4 years relevant experience in a similar position

How To Apply

Submit your CV, copies of relevant documents and Application to
Use the title of the position as the subject of the email

Closing Date : 30 September. 2021
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