XRX
TechnologiesLimited
Position: Help Desk Administrator
Department: Customer Service
Reports to: Service Manager
Nature and Scope of the Position
The position reports to the Service Manager.
DutiesDepartment: Customer Service
Reports to: Service Manager
Nature and Scope of the Position
The position reports to the Service Manager.
- Ensure
that all the service calls received from clients are recorded in the
system immediately, all the time.
- Assigning
calls to the engineers and ensure that all call requests are responded to
within 2 hours.
- Monitor
the Engineers to ensure that calls are completed within 4 hours
- Give
priority to all new installations to be completed within the time frame as
per the customers promise.
- Ensure
that all service related paper work is duly signed by the customer and
up-to-date to facilitate revenue collection.
- Escalating
to the Service Manager and Unit Managers in Office Automation, IT and DMS:
1.
All calls that go beyond the SLA time bracket
2.
Machine problems that are not resolved by COB everyday
3.
Any warranty issues that arises during the pre and installation
period
4.
Issues of the Engineers that require Manager intervention
- Send
to the Service Manager, Unit Managers and the Managing Director the daily
Engineer performance report, showing calls received, their status
and the scheduled calls for the following day
- Booking
of spare parts, consumable, warranty issues and liaise with the
Logistics to ensure quick delivery and installation by engineers where
necessary
- Maintain
a quarterly preventive maintenance schedule for all contract client and
ensure that they are completed as per the SLAs
- Generate
monthly client meter sheets and facilitate billing by the Finance
department and work with them to ensure that all customers are billed on
time
- Generate,
Maintain and be accountable for all necessary procedures and paper work
related to the help desk day to day running for reference by the rest of
the company.
- Maintain
detailed knowledge of the company’s products.
- Maintain
working hours to ensure timely dispatch of engineers, logging of warranty
issues, spares and consumables with logistics department, monthly billing
of client and reporting.
- Identify
certifications that shall assist you in your day to day job - seminars,
trainings Helpdesk, Customer service, IT & DMS Certifications
- Undertake
other duties as may be delegated
Job
Specification
Academic
Academic
- Degree
in IT or BBIT
- Professional
qualification will be an added advantage
Experience
- 1
Year experience in a similar position
Work
related skills
- Good
organizational and analysis skills
- Aggressive
and Result Oriented
- Able
to meet deadlines
- Leadership
skills
- Self-motivating
and requires little supervision
- Willing
to go above set goals to achieve high level of performance
Personal
attributes
- Ability
to work under pressure
- Trustworthy
& Honest
- Team
player
- Willing
to go above set goals to achieve high level of performance
- Self-motivating
and requires little supervision
- Strong
interpersonal and customer relation skills
Complexity
and difficulty of the work
- A
demanding job that requires high level of professionalism, commitment,
accuracy and integrity and may require one to work more than the
stipulated hours of 8 - 5
Successful
performance standards
- Sending
daily, weekly and monthly reports to the Service, Unit Managers and
Managing Director
- Response
and closure to escalation issues in the different units
- Ensure
financial records relating to clients- both on and off contract – are up
to date by forwarding necessary documents for calls/jobs done to the
finance department for billing
- Maintain
client quarterly preventive maintenance for machines as per the SLAs
- High
level of assessment and organizational skills
- High level of commitment, accuracy and integrity in the job
This
job description is meant to be only a representative summary of the duties and
responsibilities performed by the jobholder. The jobholder may be requested to
perform job-related tasks other than those stated in this description.The
jobholder is expected to perform in a manner consistent with the values and
philosophy of “XRX Technologies Limited”
How to Apply
Qualified candidates should send their cvs to grace.macharia@xrxtechnologies.co.ke
How to Apply
Qualified candidates should send their cvs to grace.macharia@xrxtechnologies.co.ke