Job Title: Help Desk Coordinator
Industry: I.T
Location: Nairobi
Salary: KShs
50k – 60K
Our
Client in the IT industry is seeking to hire an efficient Help Desk Coordinator
who will supports and coordinates Help Desk Operations for OA Technical
services to ensure adherence to the customers Service Level Agreements to
enhance customer satisfaction.
This
role is an end to end responsible for imaging products of all branches and
other specific activities.
Responsibilities
· Management
of switchboard, general phone call & coordination on enquires received
· Respond
to all imaging emails from customers of branches and satellite locations
· Logging all imaging calls received via email/ phone etc. Assign and communicate log time to engineers and ETA to customers
· Management
and coordination for all PMs on schedule, Install /Dis-install calls based on
m/c delivery information
· Achieve
response time by keeping focus on calls receive time and close coordination
with engineers for meeting SLA
· Preparing
estimates for all spare requests for various contracts and sharing with CRS;
engineers; customers and follow up with concerned persons for LPOs
· Spares
requisition and coordination for SOF for speedy spares delivery
· Follow
up with field team for closing all calls/ job sheets including open for spares
post delivery
· Coordination
with credit department, sales and customer if customer on credit hold/ contract
End-to-End Q’ number management
· Escalation
tracker updating on daily basis, follow up for closure & circulation of
tracker with all stakeholders.
· PM
calls logging & management.
· HD
reports, analytics and process flow for service delivery.
· Fall-Back
for others in Help Desk on need base.
· Working
complexity.
· Maintain
a comprehensive and up to date knowledge of all solutions offered in Office
Automation
ERP / CRM system operations
· Excellent
Negotiation skills
· Excellent
communication skills both verbal and written
· High
level of integrity
· Analytical
Skills
Key
Qualifications
· Diploma
in Customer Care or a related field.
· 3-4
years of relevant experience in call center or customer care desk.
· Fluency
in English & Kiswahili.
· Computer
literate with knowledge on Microsoft Office suite.
How to
Apply
If
you are up to the challenge, possess the necessary qualification and
experience; please send your CV only quoting the job title on the email subject
(Help Desk Coordinator – IT) to vacancies@corporatestaffing.co.ke before 6th
January 2023.