IS Helpdesk Job in Kenya

Incumbent: Supervisor/Manager’s Title:  IS Director

Essential Job Responsibilities:

First level of business interactionCommunication & Escalation ManagementFollow-up’s & Issue closure coordination with internal teamRemedy Management & ticket allocationRemedy Daily ReportingL1 Documentation9x6 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 levelTest fixes to ensure problem has been adequately resolved.Perform post-resolution follow-ups to help requests.Work with regional Production Delivery lead of Africa to drive helpdesk improvement initiatives.MS Office application (like Word, XL, Adobe, Visio, Project etc)Dell Hardware installation and trouble shootingPrinter Installation Installation/configuration & trouble shootingKnow how about Patches scripts implementation & technologyAntivirus (Symantec)Exchange 2003/2007Windows 2003 ServerWindows XP/VistaMS OutlookLANDESK, ALTIRISFair knowledge about WAN/LANTrouble shooting for network cablingBackup operationsDesktop and Notebooks setup and daily managementIT Policy development, Administration and management in conjunction with internal processesMicrosoft Patches Administration and management on the client systemsManagement of changes across business, Technology and process boundaries in conjunction with internal processesWarranty Management as an escalation to third party vendorsEnsure the reports are generated and sent to appropriate personnel – These include trend analysis and health check reportsEducated to minimum bachelors degree level ideally in computer related subject - from a recognised University Ability to Manage DataMinimum 2 years experience