Customer service and support

Help Desk Support

Full Time

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.

Job Ref. No. JLIL005


We currently have an exciting career opportunity for Helpdesk Support. The position holder will report to the Helpdesk Administrator and will be based at Head Office, Nairobi.

Role Purpose


The job holder will be primarily in charge of managing the helpdesk and providing 2nd level IT support, while managing 1st level support personnel.

Main Responsibilities

Ensure that staff queries are resolved as soon as possible and within agreed SLA times.
Coordinate with various other IT resources (Application and Infrastructure) to ensure that any IT PC/LAN/WAN issues
are resolved as soon as possible.
Manage vendor’s deliveries & invoices appropriately.
Conduct preventative maintenance on Jubilee owned IT assets on a regular basis to guard against early/frequent
Provide support for meeting /conference rooms by ensuring IT equipment works properly and are well positioned.
Close support calls within agreed time frames and accurate inventory is maintained.
Providing first line support to customers & escalating customer calls to second line technical support.
Channel IT communications for changes & critical updates to the business & users.
Any other tasks as assigned by the Helpdesk Administrator in accordance with the workings of the IT department.
Key Competencies

Excellent Communication Skills
Ability to work under pressure
Commitment to timelines
High level of detail
Team Spirit

Diploma in a related field.
Bachelor’s degree in a related field will be an added advantage.

How to apply

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