Our Client is in the IT industry
currently recruiting a Help Desk Analyst
Key Performance Indicators
Customer satisfaction within the Service Desk Function.
Key Performance Indicators
Customer satisfaction within the Service Desk Function.
Compliance with processes and
procedures associated with incident management.
Key Responsibilities
- Receive incidents and service requests through
phone, email or any other medium and log them as tickets in the Incident
Management System (Lan Support). To assign the priority to the tickets
based on Urgency and Impact of the issue
- Communicate with clients and follow-up on all
open and pending tickets. Log issues and escalate tickets to various
technical personnel.
- Maintain a very high level of Lan Support
Accuracy in terms of call creation and closure.
- Understand the Service level Agreement and
execute accordingly in order to Meet or exceed the set Service Level
Agreement (SLA) KPIs of Contract Clients
- Monitor and respond quickly and effectively to
requests received through the IT helpdesk
- Transfer (route) incidents to relevant 2nd
level of support in order to ensure consistent and timely resolution.
- Provide technical communication to users
about quick fixes and products
- Close incidents once resolved in agreement
with applicable procedures and validation with end users.
- Ensure that the Users agree with the
resolution provided addresses their needs prior to incident closure and
that the terms and conditions are agreed upon
- Ensure Service Desk maintains a high standard
of customer service
- Ensure daily and weekly reports are forwarded
to the Service Analyst.
- Perform any other duty as assigned by the
management.
Requirements
- Bachelor’s degree
- Diploma an added advantage.
- At least 2 year(s) of working experience in
similar capacity in the IT industry.
- Excellent communication and interpersonal
skills.
- Ability to understand and explain many
different technologies and to communicate technical concepts in
non-technical terms.
- Demonstrated ability to work collaboratively
as part of a team.
- Strong experience with PC based communications and analysis including Internet, E-mail, MS Office
If you feel you fit the above role,
please send your CV only quoting the job title on the email subject to
jobs@alternatedoors.co.ke
