Wananchi Group IT Helpdesk Assistant Job in Kenya

Job Title: IT Helpdesk Assistant
Employment Status / Type: Full Time
Position Reporting to: I.T. Manager
Job Purpose / Summary:  Assist in the management of all day to day IT issues that include; LAN related activities, Office automation issues and  Business application support for the Wananchi Group Staff.Responsible  for IT hardware  & software Inventory ManagementPrimary contact for all internal IT support queriesPreparation  for daily , weekly and monthly IT helpdesk reportsResponsible for receiving service requests via telephone, email, and ticketing system.Responsible for diagnosing and resolving internal customer incidents, escalating cases where necessary.Carry Hardware preventative maintenance  and repairsCompetent in offering internal customers in-office help, on site and through remote-access software.Ensuring user satisfaction with IT services through effective communicationTrain users on basic computer procedures and Ms office productsThe ideal candidate will have excellent IT skills, including Microsoft Word, Excel, Outlook and Internet. The ability to communicate effectively and handle telephone calls proficiently is essential, as is experience of working in an administrative role.
Able to deal confidently with a wide range of people in difficult circumstances.
Ability to diagnose & solve problems in an efficient manner.
Ability to demonstrate experience of effective communication with customers via a range of different channels.
Possess a confident & professional manner with strong interpersonal skills.
Confidence to engage with staff on all levels, self-motivated & capable of working on own initiative as well as part of a small team.
Good understanding of Microsoft Platforms.
Good working knowledge of browser technologies.

Key Performance Indicators:

Response time to helpdesk ticketsTicket closureSubmission of daily/weekly/monthly reports  eMail application to recruit@ke.wananchi.com