Brief Description
S/he
will provide end users with regular updates on the progress of resolving their
incidents or fulfilling their requests.
Roles:
- Serve as the first point of contact for
customers seeking technical assistance over the phone or email.
- Perform remote trouble shooting through
diagnostic techniques and pertinent questions.
- Determine the best solution based on the
issue and details provided by customers.
- Walk the customer through the
problem-solving process.
- Direct unresolved issues to the next
level of support personnel.
- Provide accurate information on IT
products or services.
- Record events and problems and their
resolution in logs.
- Follow-up and update customer status and
information.
- Pass on any feedback or suggestions from
customers to the appropriate internal team.
- Identify and suggest possible
improvements to procedures.
- Following standard procedures for proper
escalation of unresolved issues to the appropriate internal teams
Qualifications:
- Bachelor’s Degree in IT or a related
field
- Knowledge and experience in IT service
desk practices.
- Related experience and training.
- 2+ years of setup, configuration, and
troubleshooting of desktop/notebook hardware and software.
- Windows desktops and notebooks, as well
as iOS devices, in a networked environment.
- Microsoft Office & Outlook.
- Knowledge of TCP/IP networking, and
related network services (i.e., DNS, SMTP, DHCP, etc.).
- Knowledge of Active Directory
- 1 year of experience in customer service,
call center, or Help Desk support role and proficiency in one supported
application.
Additional Details
- Ability to communicate technical concepts
to non-technical people.
- Ability to recognize, analyze, and
effectively solve problems in a timely and organized manner using industry
best practices and procedures.
- Ability to multi-task in a fast-paced
environment.
- Exceptional oral and written
communication skills.
How To Apply
 Job in Nairobi - Kenya Airways){kind=link}