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.
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