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Helpdesk Assistant Job in Kenya

Wananchi Group (K) Ltd

Job Title: IT Helpdesk Assistant

Department: I.T. Department

Location: Gateway Park

Employment Status / Type: Full Time

Position Reporting to: I.T. Manager

Manages Others: No

Job Purpose / Summary:  Assist in the management of all day to day IT issues that include; LAN related activities, Office automation issues and  Business application support for the Wananchi Group Staff.

Key Roles:
  • Responsible  for IT hardware  & software Inventory Management
  • Primary contact for all internal IT support queries
  • Preparation  for daily , weekly and monthly IT helpdesk reports
  • Responsible for receiving service requests via telephone, email, and ticketing system.
  • Responsible for diagnosing and resolving internal customer incidents, escalating cases where necessary.
  • Carry Hardware preventative maintenance  and repairs
  • Competent in offering internal customers in-office help, on site and through remote-access software.
  • Ensuring user satisfaction with IT services through effective communication
  • Train users on basic computer procedures and Ms office products


The ideal candidate will have excellent IT skills, including Microsoft Word, Excel, Outlook and Internet.

The ability to communicate effectively and handle telephone calls proficiently is essential, as is experience of working in an administrative role.

Able to deal confidently with a wide range of people in difficult circumstances.

Ability to diagnose & solve problems in an efficient manner.

Ability to demonstrate experience of effective communication with customers via a range of different channels.

Attention to detail.

Possess a confident & professional manner with strong interpersonal skills.

Confidence to engage with staff on all levels, self-motivated & capable of working on own initiative as well as part of a small team.

Good understanding of Microsoft Platforms.

Good working knowledge of browser technologies.

Key Performance Indicators:
  • Response time to helpdesk tickets
  • Ticket closure
  • Submission of daily/weekly/monthly reports 

eMail application to

Subject Line: IT Assistant

Closing Date: July 7th 2014

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