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Helpdesk Support Job in Kenya

Job Title: Helpdesk Support
Company Profile: Our client provides connectivity solutions to businesses
Key Responsibilities:
  • First level of business interaction
  • Communication & Escalation Management
  • Follow-up’s & Issue closure coordination with internal team
  • Remedy Management & ticket allocation
  • Remedy Daily Reporting
  • L1 Documentation
  • 9x6 Mon-Fri Support First level of support (Min 40% of total monthly tkt)
  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced Engineer.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Identify and learn appropriate software and hardware used and supported by the company.
  • Perform hands-on fixes at the desktop level
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
Knowledge, Skills and Abilities Requirements
  • MS Office application (like Word, XL, Adobe, Visio, Project etc)
  • Dell Hardware installation and trouble shooting
  • Printer Installation Installation/configuration & trouble shooting
  • Know how about Patches scripts implementation & technology
  • Antivirus (Symantec)
  • Exchange 2003/2007
  • Windows 2003 Server
  • Windows XP/Vista
  • MS Outlook
  • Fair knowledge about WAN/LAN
  • Trouble shooting for network cabling
  • Backup operations
  • Desktop and Notebooks setup and daily management
  • IT Policy development, Administration and management in conjunction with internal processes
  • Microsoft Patches Administration and management on the client systems
  • Management of changes across business, Technology and process boundaries in conjunction with internal processes
  • Warranty Management as an escalation to third party vendors
  • Ensure the reports are generated and sent to appropriate personnel – These include trend analysis and health check reports
Qualifications and Experience Requirements:
  • Educated to minimum diploma level ideally in computer related subject - from a recognized institution
  • Ability to Manage Data
  • Minimum 2 years experience

If interested, send in your CV and application letter to indicating the Job position on the Job title.

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