Job Title: Helpdesk Support
Company Profile: Our client provides connectivity solutions to
businesses
Key Responsibilities:
- First level of business interaction
- Communication & Escalation Management
- Follow-up’s & Issue closure coordination
with internal team
- Remedy Management & ticket allocation
- Remedy Daily Reporting
- L1 Documentation
- 9x6 Mon-Fri Support First level of support
(Min 40% of total monthly tkt)
- Field incoming help requests from end users
via both telephone and e-mail in a courteous manner.
- Document all pertinent end user identification
information, including name, department, contact information, and nature
of problem or issue.
- Prioritize and schedule problems. Escalate
problems (when required) to the appropriately experienced Engineer.
- Record, track, and document the help desk
request problem-solving process, including all successful and unsuccessful
decisions made, and actions taken, through to final resolution.
- Identify and learn appropriate software and
hardware used and supported by the company.
- Perform hands-on fixes at the desktop level
- Test fixes to ensure problem has been
adequately resolved.
- Perform post-resolution follow-ups to help
requests.
Knowledge, Skills and Abilities
Requirements
- MS Office application (like Word, XL, Adobe,
Visio, Project etc)
- Dell Hardware installation and trouble
shooting
- Printer Installation
Installation/configuration & trouble shooting
- Know how about Patches scripts implementation
& technology
- Antivirus (Symantec)
- Exchange 2003/2007
- Windows 2003 Server
- Windows XP/Vista
- MS Outlook
- LANDESK, ALTIRIS
- Fair knowledge about WAN/LAN
- Trouble shooting for network cabling
- Backup operations
- Desktop and Notebooks setup and daily
management
- IT Policy development, Administration and
management in conjunction with internal processes
- Microsoft Patches Administration and
management on the client systems
- Management of changes across business,
Technology and process boundaries in conjunction with internal processes
- Warranty Management as an escalation to third
party vendors
- Ensure the reports are generated and sent to
appropriate personnel – These include trend analysis and health check
reports
Qualifications and Experience
Requirements:
- Educated to minimum diploma level ideally in
computer related subject - from a recognized institution
- Ability to Manage Data
- Minimum 2 years experience
If interested, send in your CV and
application letter to recruitkenya@kimberly-ryan.net indicating the Job
position on the Job title.