IS Helpdesk Job in Kenya

Job Title: IS Helpdesk   

Incumbent: Supervisor/Manager’s 

Title:  IS Director

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.
• Work with regional Production Delivery lead of Africa to drive helpdesk improvement initiatives.

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 bachelors degree level ideally in computer related subject - from a recognised University
• Ability to Manage Data
• Minimum 2 years experience

The job is on one year contract.

Apply at www.kimberly-ryan.net