French Speaking ICT Helpdesk Agent
Diploma / Graduate / Under-Graduate with the following skills:ICT related course in Hardware, Networking, System AdministrationFluent in French (preference to those with native language as French)Prior experience will be an added advantageUnderstanding of a 24*7 support center
Role: Acts as an interface between francophone employees / customers and internal support teams
Handling calls and mails from Internal EmployeesMust be well versed using a PC and MsOfficeUnderstand the customer requirements and provide appropriate solutionsHelp resolve issues at the first level within the scope of training providedWork with the other team members amicably and resolve queries / requests within the given SLAsUnderstand the customer requirements and resolve to the best of abilitySubmit adhoc & periodic reportsFollow up with product vendors for issues and bug resolutionFollow the shift timings and abide by the sameOpen to work in 24*7 environment working in different shifts
Shortlisted professionals will be provided training on internal systems, SLAs, service delivery standards, etc.Interested professionals are requested to send their updated CV to africajobs@dhanushinfotech.com with the subject as “French speaking ICT Helpdesk Agent”

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

Human Resources for Health (HRH) Kenya is a USAID funded project implemented by IntraHealth International Inc. The goal of the project is to strengthen the human resources for health systems in Kenya at both the national and county levels and ultimately improve health outcomes for the Kenyan people. In order to strengthen its team, HRH project is looking for a suitable candidate to fill the following position.The incumbent will serve as the Sustainable Health workforce (SHW) help desk contact person for all correspondences and/or enquiries.
S/he will ensure proper running and documentation and monitoring of all SHW queries.

Specific Responsibilities

Logging all calls and query emails received from SHW in the logging system.Ensure queries are addressed in line with stipulated turn-around times.Provide first line support by responding to queries via phone or email.Escalate all issues that cannot be resolved at the helpdesk.Update the logging system on a daily basis as queries are addressed and resolved.In liaison with the HR Support Officer, update the SHW information database.A diploma in social sciences or related fieldAt least 2 years relevant experience in busy call centre or helpdeskExperience in Human Resource or customer care will be an added advantageExcellent skills in working with MS Office (excel and word)Good communication and interpersonal skillsAbility to multi-task and handle pressureAnalytical skills when troubleshooting issues How to Apply

If you meet the above qualifications please apply by sending your CV with a cover letter indicating your daytime telephone numbers, address and names of three referees who must have been your supervisor in your current or former employment to kenyajobs@intrahealth.org.

Closing date for applications is April 28, 2014.

For more on USAID and IntraHealth’s work, visit: 

USAID: http://www.usaid.gov/kenya
IntraHealth: http://www.intrahealth.org/

Only shortlisted Candidates will be contacted

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

Vacancy Number: ICT/HA/08/11

Department: World Agroforestry Centre (ICRAF)

Location: Nairobi, Kenya

Duration: 2-year term with possibility of renewal

The International Livestock Research Institute (ILRI) works at the crossroads of livestock and poverty, bringing high-quality livestock science, communications and capacity building to bear on poverty reduction and sustainable development.

ILRI is one of 15 centres supported by the Consultative Group on International Agricultural Research (CGIAR). ILRI has campuses in Kenya (headquarters) and Ethiopia, with other offices located in other regions of Africa (Mali, Mozambique, and Nigeria) as well as in South Asia (India, Sri Lanka), Southeast Asia (Laos, Thailand, and Vietnam) and East Asia (China).

The World Agroforestry Centre (ICRAF) is supported by the Consultative Group on International Agricultural Research (CGIAR), generates science-based knowledge about the complex role that trees play in agricultural landscapes, and uses its research to ensure that policies and practices benefit the poor and the environment. It’s headquartered in Nairobi.

Job Purpose

ILRI and ICRAF are seeking to recruit an ICT Helpdesk Administrator reporting to the ICT customer Services Manager, to be based at ICRAF offices in Nairobi who will responsible for managing ICT Helpdesk as well as providing administrative support to the ICT unit.

Responsibilities:

Manage the ICT Helpdesk functions i.e., logging user requests; providing first level support, assigning requests to appropriate ICT staff, monitoring and reporting of incidents; generating and sharing of monthly helpdesk reports e.t.cProvide Administrative support to the ICT Unit and serve as first point of contact for service providers, suppliers, partners and visitorsMaintain and update ICT Unit records and databases and process recharges for services provided through the ICT Department and monitoring the departments cost centre including bookings for these servicesManage corporate accounts for services obtained from Telecommunication companies and other service providersProcess arrival and clearance of staff as per the set procedures and update the ICT portal/website with relevant information and participating in ICT Projects as requiredBachelor’s degree computer Science/Information Technology or a Business related field with higher Diploma in IT.At least one year of relevant experience in a position with similar responsibilitiesTraining in customer service and good customer service orientation; however, training in Administration will be an added advantage.Basic ICT diagnosis and support as well as good communication and interpersonal skillsTerms of appointment: This is Nationally Recruited Staff (NRS) position based at ICRAF campus and is on initial 2 year contract renewable subject to satisfactory performance and availability of funding. Salary and benefits will be in line with those provided within ILRI’s NRS scheme.

Job level and salary: This position is job level 2B and starting salary is KES 65,833 per month. This is exclusive of other benefits provided within ILRI’s Nationally Recruited Staff Scheme.

Applications addressed to the Human Resources Director, a cover letter, curriculum vitae and the names and addresses (including telephone and email) of three referees who are knowledgeable about the candidate’s professional qualifications and work experience should be emailed to:recruit-ilri-Ken@cgiar.org by 31st August, 2011

The position title and reference number “ICT HELPDESK ADMINISTRATOR” ICT/HA/08/11” should be clearly marked on the subject line of the email applications.

To learn more about ILRI, visit our website at http://www.ilri.org/

ILRI is an equal opportunity employer

Visit www.kenyan-jobs.com for many more jobs in Kenya