Job Title: IS Helpdesk
Remuneration: Kshs 10,000 – Kshs 15,000
Essential Job Responsibilities:
Remuneration: Kshs 10,000 – Kshs 15,000
Essential Job Responsibilities:
- First level
of business interaction
- Communication
& Escalation Management
- Follow-up’s
& Issue closure coordination with internal team
- Remedy
Management & ticket allocation
- Remedy Daily
Reporting
- L1
Documentation
- 9x6 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 level
- Test fixes
to ensure problem has been adequately resolved.
- Perform
post-resolution follow-ups to help requests.
Job profile:
- MS Office
application (like Word, XL, Adobe, Visio, Project etc)
- Dell
Hardware installation and trouble shooting
- Printer
Installation Installation/configuration & trouble shooting
- Know how
about Patches scripts implementation & technology
- Antivirus
(Symantec)
- Exchange
2003/2007
- Windows 2003
Server
- Windows
XP/Vista
- MS Outlook
- LANDESK,
ALTIRIS
- Fair
knowledge about WAN/LAN
- Trouble
shooting for network cabling
- Backup
operations
- Desktop and
Notebooks setup and daily management
- IT Policy
development, Administration and management in conjunction with internal
processes
- Microsoft
Patches Administration and management on the client systems
- Management
of changes across business, Technology and process boundaries in
conjunction with internal processes
- Warranty
Management as an escalation to third party vendors
- Ensure the
reports are generated and sent to appropriate personnel – These include
trend analysis and health check reports
Qualifications
- Educated to
minimum diploma level ideally in computer related subject - from a
recognised institution
- Ability to
Manage Data
- Minimum 2
years experience
If interested, kindly send CV and application letter to
recruitkenya@kimberly-ryan.net
