The Senior Service Desk Technician is the first point of contact for the users who contact IRC Service Desk while providing the highest level of customer service. In a senior position, the technician is expected to work according to his expertise in complex situations, demonstrating all his knowledge. and work on implementing various projects and process improvements.
They escalate unresolved problems/issues/requests to the proper tier 2 and 3 support team. The role demands a strong commitment to providing excellent support and ensuring high customer satisfaction.
Major Responsibilities :
Customer Service and Communication
• Able to effectively convey technical terms and IRC IT policies to end users in a user-friendly manner.
• Deliver outstanding customer service at every level of the organization.
• Provide technical advice and mentorship on issues involving user problems.
• Tackle problems by identifying and performing root cause analysis using established processes and procedures.
Technical Skills
• Manage, configure, and assist with end-user devices, ensuring uninterrupted operation and timely resolution of issues.
• Coordinate the implementation, installation, maintenance, and support of End User Infrastructure.
• Support equipment, software, and connectivity for Windows workstations, PDAs, PCs, Macintosh, printers, LAN, AV, video conferencing, and telephones.
• Implement known solutions to software and hardware problems and perform fixes
• Offer Level 2 assistance to users via phone and in person, identifying problems, providing instructions, and resolving issues
• Assist in the evaluation of new technologies and propose innovative solutions to meet business needs.
Administrative Tasks & Record Keeping
• Build and verify knowledgebase articles and user documentation.
• Monitor the assigned queue(s) in the ServiceNow ticket system; run reports and analyze trends, common complaints and problems.
• Log real-time written journal entries documenting actions taken on all ticket requests.
• Prioritize ticket resolution, queue management, scheduling, and resource planning in coordination with Service Desk Manager.
• Investigate and coordinate the resolution of potential and actual service problems, ensuring incidents and requests are handled within SLA in a professional, efficient, and knowledgeable manner.
• Monitor and analyze service request/incident trends, anticipating potential problems for proactive resolution in ServiceNow and providing reports as requested.
Mentoring
• Mentor and supervise less-experienced staff, encouraging their technical development
• Offer regular statistical and performance feedback and mentoring to team members.
• Participate in Performance Management Reviews and report any problematic issues.
Other Internal and/or external contacts : The technician will work independently and in a team setting is on daily bases. They will interact with vendors as needed.
Internal : Team Leads, Technicians, System Engineer, Desktop Engineer, Network Engineers, Knowledgebase Manager
External : Vendors: Phone vendor, Printer Vendor, MAC support, Microsoft Support, and other as needed.
Job Requirements :
Education :
College degree or equivalent certification.
Work Experience :
Internal : Team Leads, Technicians, System Engineer, Desktop Engineer, Network Engineers, Knowledgebase Manager
External : Vendors: Phone vendor, Printer Vendor, MAC support, Microsoft Support, and others as needed.
Certificates or Licenses : A+ Certification, SCCM, ITIL
Working Environment : The position will work in the Nairobi and is expected to be on-site. Standard office work environment. Ability to work 3 shifts.
REQUIREMENTS :
• Windows 10, Windows 11, Active Directory and ADManager Plus, PowerShell, Network experience (TCP/IP, DNS, DHCP,VPN etc.), Office 365, Sophos, Proopfpoint, MS phone, MS Intune Management
