Service Desk Analysts Jobs in Kenya

Service Desk Analyst L1  

Role & Responsibilities

To provide 1st line technical support; answering support queries via phone, email, Chat and Web

To maintain a high degree of customer service for all support queries and adhere to all service management principles.

To take ownership of user problems and be proactive when dealing with user issues.

Logging / verifying customer details

Identifying the issue and categorizing / prioritize the incident

Creating a ticket in CRM tool

Referring KB for workaround / resolution and attempting resolution

Strong interpersonal skills are a prerequisite.

Ability to work effectively in a dispersed team and individually.

Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)

Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)

Routing / Chasing of tickets with other PRG's

Recording trend of calls and identifying outages proactively

Callbacks for customer not reachable cases & customer request

Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation
 

Creating child tickets and  tagging them with problem ticket
 

Callback the user and confirm resolution (where ever applicable)

Required Candidate Profile

• Previous Helpdesk (Voice Support) experience preferred.
• Excellent telephone manner.
• Experience of using call logging software.
• Knowledge of Microsoft based operating systems with emphasis on Windows X
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
• Basic understanding of PC hardware set-up and configuration.
• MCP certification would be desirable. But not mandatory
• Should have worked as a Customer Support Engineer / Technical Support Executive / System or Network Administrator & acquired hands-on experience in the above areas in large & complex setups
• Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
• Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, willing to travel, open to work in shifts

Service Desk Analyst L1  

Role & Responsibilities

• To provide 1st line technical support; answering support queries via phone, email, Chat and Web
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Logging / verifying customer details
• Identifying the issue and categorizing / prioritize the incident
• Creating a ticket in CRM tool
• Referring KB for workaround / resolution and attempting resolution
• Strong interpersonal skills are a prerequisite.
• Ability to work effectively in a dispersed team and individually.
• Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
• Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)
• Routing / Chasing of tickets with other PRG's
• Recording trend of calls and identifying outages proactively
• Callbacks for customer not reachable cases & customer request
• Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation
• Creating child tickets and  tagging them with problem ticket
• Callback the user and confirm resolution (where ever applicable)

Required Candidate Profile

• Previous Helpdesk (Voice Support) experience preferred.
• Excellent telephone manner.
• Experience of using call logging software.
• Knowledge of Microsoft based operating systems with emphasis on Windows X
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
• Basic understanding of PC hardware set-up and configuration.
• MCP certification would be desirable. But not mandatory
• Should have worked as a Customer Support Engineer / Technical Support Executive / System or Network Administrator & acquired hands-on experience in the above areas in large & complex setups
• Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
• Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, willing to travel, open to work in shifts

Service Desk Analyst L2

Role & Responsibilities

• To provide 1st & 2nd line technical support; answering support queries via phone, email, Chat and Web
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Identifying the issue and categorizing / prioritize the incident
• Referring KB for workaround / resolution and attempting resolution
• Strong interpersonal skills are a prerequisite.
• Ability to work effectively in a dispersed team and individually.
• Ticket reassignment to PRG's if ticket unresolved by L1/L2 (where ever applicable)
• Routing / Chasing of tickets with other PRG's
• Recording trend of calls and identifying outages proactively
• Callbacks for customer not reachable cases & customer request
• Identifying the trend of calls / tickets and highlighting it to TL/SDM as applicable for outage confirmation
• Creating child tickets and  tagging them with problem ticket
• Callback the user and confirm resolution (where ever applicable)
• Conduct Audits and Mentor L1 Team Members
• Ability to prepare the MIS Reports.
• Experience in handling Client Escalations and Client interfacing.
• Drive Quality Initiatives and process excellence.
• Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update received by the PRG
• Training the L1 team on the process / top issues
• Responsible to meet their objectives defined by the project
• Being compliant to all process and procedures
• Time and Leave Management

Required Candidate Profile

• Previous Helpdesk (Voice Support) experience preferred.
• Experience of using call logging software.
• Strong knowledge of Microsoft based operating systems with emphasis on Windows X
• Good Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
• Good Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint and Outlook.
• Basic understanding of PC hardware set-up and configuration.
• MCP/MCSE/CCNA certification would be desirable. But not mandatory
• Should have worked as a Customer Support Engineer / Technical Support Executive / System or Network Engineer & acquired hands-on experience in the above areas in large & complex setups
• Should have good understanding of infrastructure management processes; good understanding of process framework like ITIL is needed.
• Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, willing to travel, open to work in shifts

Deadline for sending CV is 15th March 2013.

Interested people should sent email with subject reading tittle of the job to recruitment@viscarcapacity.com