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Help Desk Operator Job in Nairobi

Position: Help Desk Operator
Location: Nairobi
Type: Permanent
Job Purpose: Coordinate all scheduled & unscheduled services for clients and ensure all maintenance is successfully completed successfully and on time, while the client is kept informed of the progress.
Reporting to the Service Desk Lead, the Helpdesk Operator is responsible for building and maintaining effective professional client relationships and communications whilst allocating service engineering resources to contractual service requirements.
Job Purpose: Coordinate all scheduled & unscheduled services for clients and ensure all maintenance is successfully completed successfully and on time, while the client is kept informed of the progress.
Reporting to the Service Desk Lead, the Helpdesk Operator is responsible for building and maintaining effective professional client relationships and communications whilst allocating service engineering resources to contractual service requirements.
Main Accountabilities:
1. Receive and Log Tickets
·         Receive incoming service requests via telephone or e-mail, from clients. Record and prioritize service requests in the company system and assign them to either field technicians or help desk technician
·         Log in all helpdesk calls by creating tasks as per company procedure and SOP, communicate timely & effectively with client, and update them regularly, throughout the service, until resolution.
·         Work with Service Desk Lead on allocation of Technicians duties for weekend and holiday  coverage
·         Open a task for each issue on company system and ensure accuracy of information;
·         Create tickets for all issues reported and escalate as required
·         Resolve helpdesk service calls in a timely manner using documented procedures.
2. Allocation of work
·         Coordinate all active services and maintenance requirements and effectively prioritizes and determines which technician to allocate to which task / call.
·         Create travel schedules, meal approval and travel allowance for both scheduled and  unscheduled services
·         Reallocates priorities to meet client needs.
·         Communicate with technicians via phone and sms to track their movements and ability to proceed to the next site
3. Client Communication and Customer Service
·         Lead the communication with the clients for both scheduled and unscheduled services
·         Keep client informed of status, timing and options for support and ensure customer satisfaction through continuous status information.
·         Engage in every issue and work on behalf of the client to get the issue resolved within the SLA
·         Provide customer service as the primary interface between clients and the company
·         Upload and send client documentation such as job cards as and when required
·         Assist in constantly improving processes and procedures as it relates to client support
·         Handle and process customer enquiries and communications
·         Forwards any Help Desk Team concerns to Help Desk Lead for resolution
4. Communication and Reporting
·         Assist in disseminating information including maintaining and updating technical calendars, updating client information, and keeping current on department status;
·         Ensure all technicians update company system as they finish each call (real time)
·         Submit monthly reports for measuring helpdesk service levels, as required
·         Identify root problems which may negatively affect the helpdesk service delivery and notify the Help Desk
·         Lead, with recommendations, as identified.
·         Completing daily/weekly/monthly spreadsheets for clients
·         Liaise with the Sales Associates on a regular basis to ensure customer needs are being serviced correctly.
·         Monitor service delivery in relation to Service Level Agreements including both scheduled PPMs and response times
·         Follow all processes as laid out by company SOPs, ensures all quotations, invoices etc are done per standard and in correct format.
·         Account for any cash expenses within the Helpdesk docket, including travel allowances etc.
·         Coordinate workshop repairs, stand-by equipment and procurement for all calls for her clients.
·         Coordinates RMA process with workshop technician and stores
Role related Qualifications/Skills:
·         Diploma or Bachelor’s degree is required
·         2+ years’ experience in helpdesk or customer service environment is mandatory
·         Experience working in the security or engineering company is an added advantage
·         Training in Helpdesk Processes is an added advantage
·         A good grasp of technical installations and/or a willingness to learn
·         Knowledge of Microsoft Office, including but not limited to Outlook and Excel
Role Related Competencies (Behavioral Indicators):
·         Must have exceptional organizational skills accompanied with impeccable customer service skills
·         Client service attitude with excellent interaction skills
·         Excellent verbal and written communication skills
·         Ability to work under pressure
·         Self-motivated, self-starter, strong self-discipline, and business curiosity
·         Ability to review information and act decisively. Identify and diagnose customer issues and create an acceptable solution for both parties
·         Excellent follow through from start to finish with strong attention to detail
Key Performance Indicators
·         Provide daily/weekly time and attendance reports for service technicians
·         Prepare daily report by end of the day and hand over to Service Desk Lead
·         Prepare quarterly customer courtesy call schedule to get feedback from client.
·         Report customer feedback to Held Desk Lead
·         Ensure all maintenance is done according to the schedule and as per SLA
·         Maintain a high customer satisfaction rate

If you are interested in the position, please email your CV, current and expected salary to careers@hrmconnection.com by 26th April 2017

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