HAE Group Kenya
1st Line IT Helpdesk Support
Department: IT
Location: Donington Court,
Herald Way, East Midlands Airport, DE74 2UZ
Hours: Initially 0900 –
1730 – Shifts maybe introduced to cover Global reach. Out of Hour support will
be expected
The department: The IT department is responsible for supporting and maintaining the company’s IT systems and for providing cost efficient desktop support to all business users.
The department is responsible for resolving IT-related faults
quickly and efficiently, including a broad range of queries from how to set up
an email account to system diagnostics.
The role is also expected to contribute to enhancing and
developing the existing IT operating procedures.
The position: The 1st Line Helpdesk
Support will provide effective IT assistance across all aspects of the
business.
While the position is responsible for triage of tickets,
supporting and maintaining the Desktop operating systems and general
maintenance of all IT related hardware/software, the role will be predominately
focused on supporting our internal software solutions.
This will include the Airline Booking system, working closely
with the internal Software Development team, resolving issues in person, over
the phone, or via remote connectivity.
The role is varied and requires a real team player who is
self-motivated, has the ability to manage their time efficiently and prioritise
or escalate technical issues to ensure a prompt closure.
The position also provides exposure to a broad range of IT
related projects and activities and providing support to external customers for
HAE’s internal IT supplier (FOXITC).
Role Dimensions:
· Working as part of the
IT Support Team the position holder will support Windows, have a working
knowledge of supporting technical Infrastructures, and support & assist the
evolution of the existing platforms.
· The role requires the
individual to have the willingness to want to aid in supporting all aspects of
the IT service offering, both in the office, working from home and on site with
customers.
Key Responsibilities
· Daily monitoring of the
HAE IT Helpdesk support call logging system.
· Incident management
· Provide solution(s)/work
around(s) to incidents.
· Providing 1st line
technical support, responding to support requests across all Group Entities.
· Prioritising and
managing multiple open incidents at one time
· To maintain a high
degree of customer service when responding to support issues.
· To take ownership of
support issues and seek closure ensuring all relevant support procedures are
followed.
· Escalation of more
complex tickets to the relevant support team member.
· Support installation,
configuration and deployment of new and existing hardware in line with defined
procedures
· Installation
configuration and deployment of new and existing software in line with defined
procedures
· Monthly reporting of key
support issues and trends identified in the Helpdesk.
· Participation in an out
of hours support.
· Willingness to work
additional hours to resolve business critical issues.
· Troubleshoot desktop and
system problems.
· Diagnose and solve
hardware/software Incidents/problems.
Skills, Knowledge and
Experience:
The ideal candidate would have a high level of customer service
experience and ideally, past experience working in a helpdesk environment.
· Training will be given
where appropriate
· High Standard of
Incident and Problem management
· Past experience using
helpdesk applications
· Experience with
re-setting accounts, resolving VPN, email and technical infrastructure issues
· A good understanding of
PC hardware
· An understanding of
server environments, networking & routing and Active Directory would be an
advantage but not essential.
· Exceptional Customer
Service
· Willingness to travel to
other company locations
· Excellent
troubleshooting and problem-solving skills
Technical Skill
Requirements
· Knowledge of Linux based
Operating Systems and advantage
· Knowledge of Amazon Web
Services
· C Sharp coding language
experience an advantage
· Experience with
Microsoft Azure platforms
· Experience with
Microsoft Office 365
Personal Characteristics
· A passion for customer
service
· Personal resilience and
skilled at working in challenging and frustrating situations
· High emotional
intelligence with good self-awareness
· Able to adapt own
approach and style to the situation.
· An ability to use their
initiative when the situation calls for it
· A flexible approach and
an ability to change direction with minimum disruption/impact on others.
· Time management – is
proficient in planning, organising and managing their workload to maximise
their efficiency.
· Active Listening –
identifies the key elements of others’ communications and gathers further
relevant information through effective questioning, listening and summarising.
· Detail Handling – pays
attention to detail and accuracy, ensures that activities and tasks are handled
correctly and completed on time.
· An individual who has
high levels of self-awareness and can deliver results with conviction and
passion.
· A team player and
communicator who engages their peers to drive for continuous improvement
How to Apply
Applications should be emailed to: brian.virgo@haegroup.com
& ian@foxitc.co.uk no later than Friday 28th October 2022