Help Desk Coordinator Job in Kenya

Help Desk Coordinator 

Role Objective

The job holder supports and coordinates Help Desk operations for OA Technical services to ensure adherence to the customers Service Level Agreements to enhance customer satisfaction. This role is an end to end responsible for imaging products of all branches and other specific activities

Duties & Responsibilities

• Management of switchboard, general phone call & coordination on enquires received
• Respond to all imaging emails from customers of branches and satellite locations
• Logging all imaging calls received via email/ phone etc. Assign and communicate log time to engineers and ETA to customers
• Management and coordination for all PMs on schedule, Install /Dis-install calls based on m/c delivery information
• Achieve response time by keeping focus on calls receive time and close coordination with engineers for meeting SLA
  
  
  
• Preparing estimates for all spare requests for various contracts and sharing with CRS; engineers; customers and follow up with concerned persons for LPOs
• Spares requisition and coordination for SOF for speedy spares delivery
• Follow up with field team for closing all calls/ job sheets including open for spares post delivery
• Coordination with credit department, sales and customer if customer on credit hold/ contract
• End-to-End Q’ number management
• Escalation tracker updating on daily basis, follow up for closure & circulation of tracker with all stakeholders
• PM calls logging & management
• HD reports, analytics and process flow for service delivery
• Fall-Back for others in Help Desk on need base

Thinking Requirements And Working Complexity

• Maintain a comprehensive and up to date knowledge of all solutions offered in Office Automation
• ERP / CRM system operations
• Excellent Negotiation skills
• Excellent communication skills both verbal and written
• High level of integrity
• Analytical Skills

Knowledge And Experience Required Of Jobholder

• Diploma in Customer Care or a related field
• 3-4 years of relevant experience in call center or customer care desk
• Fluency in English & Kiswahili
• Computer literate with knowledge on Microsoft Office suite

How to Apply

To apply and submit CV, click here.

https://jobcenterkenya.com/help-desk-coordinator-job-in-kenya/