Service Desk Analyst Job in Kenya

Service Desk Analyst

Job Purpose:

• To provide the end to end IT
  supports requirements for office automation, user computing, hardware,
  software and applications for the business users. Responsible for
  developing and promulgating processes, policies and procedures for the IT
  Service support operations.


• Participate in daily operations
  of the group service desk and support services. This position will also be
  responsible for after-hours support to coincide with our support
  schedules.


• Proactive monitoring response
  times, evaluating user satisfaction levels and recommendations for
  improvement. Messaging and collaboration systems management and
  administration.


• Participate in the various user
  productivity tools and office automation initiatives.


• Stay abreast of new technologies
  being introduced and to ensure that system components are designed for
  usability and interoperability.

Key responsibilities:

Support Operations:

• IT Service Desk operations.


• IT Service Operation centre
  operation.


• Resolves support tickets and
  issues.


• Communicates recurring support
  issues to management.


• Communicates with customers on
  efforts and resolutions to tickets and issues.


• Improves customer relations and
  further develops customer confidence.


• Escalates support tickets and
  open issues to the appropriate team member(s) to provide the swiftest of
  resolutions.


• Participates in execution of test
  plans for internal software applications.


• Multi-tasks and manages one’s
  work schedule efficiently.


• Participates in on-call duties
  that are shared among team members.


• Measure performance of the
  service desk via quarterly customer feedback surveys.

Messaging and Collaboration Management:

• Implementing, Administrating and
  maintaining electronic mail and groupware systems.


• Trouble shooting and fixing
  system problems and service requests, and providing high-level technical
  support for unresolved service desk issues.


• Formulating and documenting
  standard procedures for messaging system administration.


• Identifying areas of enterprise
  wide system improvements and upgrades, including trending analysis and
  capacity planning.


• Planning, documenting and testing
  appropriate messaging-related disaster recovery and/or business continuity
  systems.

Office Automation:

• Office automation support and
  identification of requirements and ensuring customer satisfaction.


• Drive adoption of various user
  productivity enhancement tools.

IT Assets Inventory:

• Maintain up to date and accurate
  information on the organization IT support  assets.

IT Projects:

• Participation in assigned IT
  projects.


• Projects delivered as per the
  agreed project plans.

Management of Internal customers:

• Managing the user expectations.
  Periodic, planned proactive visits to internal customers with reports and
  requests actioning within agreed timeframes.


• Create and continuously improve
  processes by which the support team operates.


• Enhance the customer experience
  by fostering an environment of service excellence.


• Work collaboratively with peers
  to ensure solutions meet customer requirements.

Reporting & Analysis:

• Generate incident and problem
  reports.


• Weekly performance reports.


• Trouble Tickets status reports.


• Escalations status Report.

Key Performance Measures:

As described in your Personal Scorecard.

Knowledge, experience
and qualifications required:

• Degree in
  science/Engineering/Computer Science.


• Microsoft Certified Professional
  – MCP.


• ITIL Certification.


• Cisco certification – CCNA –
  (preferred).


• 2+ years’ experience in
  Applications support, Network or System administration environment.


• Hands-on experience working
  messaging and collaboration systems such as Ms Exchange, Outlook, Active
  Directory, Google Apps, Blackberry, Android and other handheld devices.


• Working knowledge of the
  following technologies: Veritas Backup Technologies, 2000/3/8 Active
  Directory, Windows 2000/3/8 technologies, TCP/IP, database management (SQL
  Server 2005/8), IIS 6/7, MS Exchange 2003/2007, DNS, Terminal Services,
  disaster recovery and patch management.


• Excellent technical knowledge of
  PC and desktop hardware.


• Excellent technical knowledge of
  PC internal components.


• Hands-on hardware troubleshooting
  experience.


• Extensive equipment support
  experience.


• Working technical knowledge of
  current protocols, operating systems, and standards.


• Ability to operate tools,
  components, and peripheral accessories.


• Able to read and understand
  technical manuals, procedural documentation, and OEM guides.


• Has some familiarity with Support
  Ticketing Systems.


• Strong customer-service
  orientation.


• Ability to conduct research into
  PC issues and products as required.

Technical/ Functional
competencies:

• Excellent oral communication,
  listening, interpersonal, and written communication skills.


• Willingness to share knowledge
  with team members, superiors, and users.


• Ability to listen to users in a
  courteous and friendly manner, acknowledge the reality of their problems,
  translate their descriptions into technical terms, fix the problems, and
  explain the solutions in terms the users can understand.


• Excellent customer service
  skills, including the ability and willingness to communicate effectively
  and appropriately in an empathetic and understanding manner.


• Self-motivated and directed, with
  the ability to effectively prioritize and execute tasks in a high-pressure
  environment.


• Experience working in a
  team-oriented, collaborative environment.

How to Apply

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