Service Desk Analyst

Autoxpress

Autoxpress is Kenya’s leading supplier of tyres, wheels, batteries, suspension parts, and vehicle services with an existing countrywide network of 51 branches. We represent world-class brands extending superior service to our customers with an identifiable difference. As we expand our network, we are looking to recruit a dynamic individual who assist the team in achieving their mandate. Details of the position are outlined below.

POSITION: SERVICE DESK ANALYST

Role Purpose:

The job involves providing technical support to end-users in a fast-paced and dynamic environment. This includes answering support calls, logging incidents and service requests, triaging issues, and providing first-level technical support. Additionally, the role involves analyzing customer feedback, conducting customer research, and identifying areas for improvement to enhance the organization's IT customers' experience.

RESPONSIBILITIES

1.1 Conduct customer research to understand customer needs, preferences, and pain points.

1.2 Analyse customer feedback, including survey responses and support tickets, to identify trends and areas for improvement and users training.

1.3 Partner with IT teams to ensure that customer experience is a key consideration in the design and delivery of IT services.

1.4 Communicate findings and recommendations to IT leadership and other stakeholders.

1.5 Develop and maintain a measurement framework to track customer satisfaction and engagement.

1.6 Work with cross-functional teams to develop and implement customer-focused projects and initiatives.

1.7 Answer calls and respond to emails and support tickets from end-users.

1.8 Log incidents and service requests into the Service desk ticketing system.

1.9 Provide first-level technical support for issues related to hardware, software, network, and telecommunication systems.

1.10 Collaborate with L2 and L3 support teams to ensure timely resolution of incidents and service requests.

1.11 In liaison with IT leadership team, implement changes and initiatives aimed at improving customer satisfaction and engagement.

1.12 Troubleshoot and resolve end-user hardware and software issues.

QUALIFICATIONS

Education

• Bachelor’s Degree in Information Technology or related field.

Experience

• Entry level (1 Year); internships or work attachments.

• Any relevant industry certifications. 

Skills & Competencies

• Strong analytical and problem-solving skills.

• Excellent communication and collaboration skills.

• Knowledge of IT systems and services.

• ITIL Foundation certification is a plus.