IT Service Support Engineer | Jobs in Kenya

Job Description

Our Client is n the IT industry currently recruiting a Service Support Engineer.Summary: To provide a high quality first line IT support service to the user community within the entire business unit, through an ITIL based Service support function.

This role will provide the timely resolution of IT related incidents and requests as well as escalation of incidents and requests to 2nd line team.

This role also involves escalation of major incidents status to the management, recurring incidents to the supervisors.

Roles and ResponsibilitiesIncident Management

Providing first-line investigation and support.

Resolving those incidents/service requests they are able to.

Escalating incidents/service requests that they cannot resolve within agreed timescales to 2nd line support

Communication to the IS management – keeping them informed of major incident progress.

Problem-fixing all resolved incidents, requests and other calls .

Circulation of broadcasts to the business.

Customer Relations

Build and maintain excellent relationships with all customers of the Service Desk while maintaining quality and expectations.

Taking users through a series of best practices as well as answering their inquiries and advising on proper use of hardware and software.

Process Policies and Procedures

Implement Service Support policies, plans and strategies relating to ITIL incident, and request Fulfilment and others as may be applicable.

Adherence to IS processes e.g Incident Management, Request fulfillment

Proactive Problem Management

Identify and report immediately to IT Management any potential IT risks in the user environment

Detection of possible problems and assignment of these to problem management

Management Reporting

Produce performance and ad hoc reports to measure and improve incident management among others

How to Apply

If you feel you fit the above role ,please send your CV only quoting the job title on the email subject to jobs@alternatedoors.co.keN.B: We do not charge any fee for receiving your CV in our database nor for interviewing.

Only candidates short-listed for interview will be contacted.

For unsolicited applications, please drop your CV in our offices (Devan Plaza, Westlands 4th Floor) Monday to Friday- 3pm- 5.30pm ONLY.