End User Support Consultant

Stanbic Bank Kenya is a leading financial institution providing a comprehensive range of banking and financial services. Established in 1958, the bank operates primarily from Nairobi, Kenya, serving a diverse client base.

The End User Support Consultant is responsible for delivering effective technical assistance to a senior client base, acting as the main point of contact for resolving technology-related problems. This includes advanced troubleshooting for complex technical issues, accurate logging and tracking of incidents, and escalating problems as needed. The role also involves maintaining clear communication with customers, creating and updating support documentation, mentoring junior support staff, and providing user training on hardware and software. Collaboration with IT and business project teams is essential to ensure the delivery of high-quality technology solutions.

1. Provide effective second and third-level technical support to a senior customer base.
2. Act as the single point of contact for resolving end-user technology issues across Microsoft Office 365, operating systems, and related products.
3. Perform advanced troubleshooting and resolution of standard to highly complex technical issues.
4. Accurately log, track, and escalate incidents.
5. Maintain closed-loop customer communication.
6. Create and maintain support documentation and known-error records.
7. Mentor other End User Support staff.
8. Provide user training on hardware and software.
9. Collaborate with IT and business project teams to deliver high-quality technology solutions.

1. First Degree in Information Technology or a related field.
2. 5-7 years of solid experience in an advanced support role within a large or medium-sized organization.
3. Experience in Active Directory Account Management and Service Desk operations within a large or medium-sized organization.
4. Licenses & Certifications: Apple Certified Mac Technician (ACMT), CompTIA A+ Certification, ITIL Foundations v3, MCDST – Microsoft Certified Desktop Support Technician, Microsoft IT Professional (MCITP).
5. Behavioural Competencies: Articulating Information, Following Procedures, Producing Output, Providing Insights, Team Working, Understanding People, Upholding Standards.
6. Technical Competencies: Application Knowledge for Support, Identity and Security Compliance, Incident and Problem Management, IT Knowledge, IT Systems, Service Level Management, Stakeholder Management, Technical Analysis, Troubleshooting, Written Communication.