- Minimum Qualification :
- Experience Level : Entry level
- Experience Length : 3 years
Job Description/Requirements
ABOUT THE COMPANY
We are an internationally based organisation, with the top remuneration and support structure. Based in Nairobi and with branches in 18 African countries.
JOB SUMMARY
QualificationsBachelor’s Degree in Information Technology, Computer Science and any relevant field.Relevant ICT certification: ITIL Foundation Any Microsoft, Linux or Cloud certification would be an added advantageExperienceAt least 3 years practical experience in providing user support and implementing service desk services in a large ICT enabled environment
RESPONSIBILITIES
Take ownership of end user problems, follow up the status of the problems on behalf of the user and communicate progress in a timely mannerRecord and tracking all incoming ICT incidents via telephone and email to IT Service desk.Implement an effective call logging service desk process and system including mechanism to categorize and classify requests and set prioritiesPerform routine systems administration tasks including end-user account provisioning, password resets and access control updates.Install, configure and maintain desktop hardware, operating systems, applications and security updates.Assist in the rollout of new applications, systems and updates across the organization.Share statistics and management reports on ICT usage and service and performance in the organizationTrouble-shoot and resolve basic IT related problems from in-house software to hardware and networksEscalate unresolved calls and complex issues to Level 2 support team (IT Specialists)Assign tickets to subject matter expertsMaintain a high degree of customer service for all support queriesProvide statistics for the weekly service desk report on call trendsArrange for external technical support in situations where problems cannot be solved in houseManage IT Assets and maintain an accurate IT inventory.
REQUIRED SKILLS
IT support, Technical support, Operating systems, System administration
REQUIRED EDUCATION
Bachelor's degree
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