The ideal candidate will provide first-level support to Kenya Airways global offices end-users’ queries received via phone, email or logged directly in the service desk tool. S/he will triage, record, categorize, and prioritize end user queries (incidents and requests) within the agreed service levels. S/he will escalate end user support requests to a higher IT support specialist if they are unable to resolve the issue on their own. S/he will provide end users with regular updates of the progress of resolving their incident or fulfilling their requests.
Key accountabilities for this role are:
- Serve as the first point of contact for customers seeking technical assistance over the phone or email.
- Perform remote troubleshooting 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 by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Qualifications
- Bachelor’s Degree in IT or related field
- 1+ year experience in an IT customer service, call center, service / help desk or end user support environment.
- Knowledge and experience of IT service desk practices, end user support or systems administration.
- ITIL Training or Microsoft Certifications.
- Knowledge and experience in end user devices / software configuration and troubleshooting.
- Training in Microsoft Office 365, Oracle ERP, Okta, Networking will be an added advantage
Interested candidates are requested to submit their applications online.
Only shortlisted candidates will be
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The post IT Support Technician.IT Service Delivery at Kenya Airways is republished from Jobs – Jobs in Kenya – http://jobwebkenya.com/
