XRX Technologies Help Desk Administrator Job in Kenya

May 4, 2016

XRX Technologies Limited

Position: Help Desk Administrator

Department: Customer Service

Reports to: Service Manager
Nature and Scope of the Position

The position reports to the Service Manager.

Duties

• Ensure that all the service calls received from clients are recorded in the system immediately, all the time.


• Assigning calls to the engineers and ensure that all call requests are responded to within 2 hours.


• Monitor the Engineers to ensure that calls are completed within 4 hours


• Give priority to all new installations to be completed within the time frame as per the customers promise.


• Ensure that all service related paper work is duly signed by the customer and up-to-date to facilitate revenue collection.


• Escalating to the Service Manager and Unit Managers in Office Automation, IT and DMS:

1. All calls that go beyond the SLA time bracket


2. Machine problems that are not resolved by COB everyday


3. Any warranty issues that arises during the pre and installation period


4. Issues of the Engineers that require Manager intervention

• Send to the Service Manager, Unit Managers and the Managing Director the daily Engineer performance report, showing calls received, their status and  the scheduled calls for the following day


• Booking of  spare parts, consumable, warranty issues and liaise with the Logistics to ensure quick delivery and installation by engineers where necessary


• Maintain a quarterly preventive maintenance schedule for all contract client and ensure that they are completed as per the SLAs


• Generate monthly client meter sheets and facilitate billing by the Finance department and work with them to ensure that all customers are billed on time


• Generate, Maintain and be accountable for all necessary procedures and paper work related to the help desk day to day running for reference by the rest of the company.


• Maintain detailed knowledge of the company’s products.


• Maintain working hours to ensure timely dispatch of engineers, logging of warranty issues, spares and consumables with logistics department, monthly billing of client and reporting.


• Identify certifications that shall assist you in your day to day job - seminars, trainings Helpdesk, Customer service, IT & DMS Certifications


• Undertake other duties as may be delegated

Job Specification

Academic

• Degree in IT or BBIT


• Professional qualification will be an added advantage

Experience

• 1 Year experience in a similar position

Work related skills

• Good organizational and analysis skills


• Aggressive and Result Oriented


• Able to meet deadlines


• Leadership skills


• Self-motivating and requires little supervision


• Willing to go above set goals to achieve high level of performance

Personal attributes

• Ability to work under pressure


• Trustworthy & Honest


• Team player


• Willing to go above set goals to achieve high level of performance


• Self-motivating and requires little supervision


• Strong interpersonal and customer relation skills

Complexity and difficulty of the work

• A demanding job that requires high level of professionalism, commitment, accuracy and integrity and may require one to work more than the stipulated hours of 8 - 5

Successful performance standards

• Sending daily, weekly and monthly reports to the Service, Unit Managers and Managing Director


• Response and closure to escalation issues in the different units


• Ensure financial records relating to clients- both on and off contract – are up to date by forwarding necessary documents for calls/jobs done to the finance department for billing


• Maintain client quarterly preventive maintenance for machines as per the SLAs


• High level of assessment and organizational skills


• High level of commitment, accuracy and integrity in the job

This job description is meant to be only a representative summary of the duties and responsibilities performed by the jobholder. The jobholder may be requested to perform job-related tasks other than those stated in this description.The jobholder is expected to perform in a manner consistent with the values and philosophy of  “XRX Technologies Limited”

How to Apply

Qualified candidates should send their cvs to grace.macharia@xrxtechnologies.co.ke