Brief Description
• S/he will provide end users with regular updates on the progress of resolving their incidents or fulfilling their requests.
Detailed Description
- Serve as the first point of contact for customers seeking technical assistance over the phone or email.
- Perform remote trouble shooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions from customers to the appropriate internal team.
- Identify and suggest possible improvements to procedures.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Job Requirements
- Bachelor’s Degree in IT or a related field
- Knowledge and experience in IT service desk practices.
- Related experience and training.
- 2+ years of setup, configuration, and troubleshooting of desktop/notebook hardware and software.
- Windows desktops and notebooks, as well as iOS devices, in a networked environment.
- Microsoft Office & Outlook.
- Knowledge of TCP/IP networking, and related network services (i.e., DNS, SMTP, DHCP, etc.).
- Knowledge of Active Directory
- 1 year of experience in customer service, call center, or Help Desk support role and proficiency in one supported application.
Additional Details
- Ability to communicate technical concepts to non-technical people.
- Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
- Ability to multi-task in a fast-paced environment.
- Exceptional oral and written communication skills.
How To Apply
If you fit the profile, then apply today. Please submit a copy your detailed Curriculum Vitae here only. Due to the volume of applications that we receive, only short-listed candidates will be contacted. Kenya Airways is an equal opportunity employer.
External End Date : 30-Apr-2024
Location : Nairobi,KE
