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Service Desk Analyst Job in Kenya


Service Desk Analyst



Job Purpose:




  • To provide the end to end IT
    supports requirements for office automation, user computing, hardware,
    software and applications for the business users. Responsible for
    developing and promulgating processes, policies and procedures for the IT
    Service support operations.

  • Participate in daily operations
    of the group service desk and support services. This position will also be
    responsible for after-hours support to coincide with our support
    schedules.

  • Proactive monitoring response
    times, evaluating user satisfaction levels and recommendations for
    improvement. Messaging and collaboration systems management and
    administration.

  • Participate in the various user
    productivity tools and office automation initiatives.

  • Stay abreast of new technologies
    being introduced and to ensure that system components are designed for
    usability and interoperability.



Key responsibilities:

Support Operations:




  • IT Service Desk operations.

  • IT Service Operation centre
    operation.

  • Resolves support tickets and
    issues.

  • Communicates recurring support
    issues to management.

  • Communicates with customers on
    efforts and resolutions to tickets and issues.

  • Improves customer relations and
    further develops customer confidence.

  • Escalates support tickets and
    open issues to the appropriate team member(s) to provide the swiftest of
    resolutions.

  • Participates in execution of test
    plans for internal software applications.

  • Multi-tasks and manages one’s
    work schedule efficiently.

  • Participates in on-call duties
    that are shared among team members.

  • Measure performance of the
    service desk via quarterly customer feedback surveys.



Messaging and Collaboration Management:




  • Implementing, Administrating and
    maintaining electronic mail and groupware systems.

  • Trouble shooting and fixing
    system problems and service requests, and providing high-level technical
    support for unresolved service desk issues.

  • Formulating and documenting
    standard procedures for messaging system administration.

  • Identifying areas of enterprise
    wide system improvements and upgrades, including trending analysis and
    capacity planning.

  • Planning, documenting and testing
    appropriate messaging-related disaster recovery and/or business continuity
    systems.



Office Automation:




  • Office automation support and
    identification of requirements and ensuring customer satisfaction.

  • Drive adoption of various user
    productivity enhancement tools.



IT Assets Inventory:




  • Maintain up to date and accurate
    information on the organization IT support  assets.



IT Projects:





  • Participation in assigned IT
    projects.

  • Projects delivered as per the
    agreed project plans.



Management of Internal customers:




  • Managing the user expectations.
    Periodic, planned proactive visits to internal customers with reports and
    requests actioning within agreed timeframes.

  • Create and continuously improve
    processes by which the support team operates.

  • Enhance the customer experience
    by fostering an environment of service excellence.

  • Work collaboratively with peers
    to ensure solutions meet customer requirements.



Reporting & Analysis:




  • Generate incident and problem
    reports.

  • Weekly performance reports.

  • Trouble Tickets status reports.

  • Escalations status Report.



Key Performance Measures:

As described in your Personal Scorecard.



Knowledge, experience
and qualifications required:




  • Degree in
    science/Engineering/Computer Science.

  • Microsoft Certified Professional
    – MCP.

  • ITIL Certification.

  • Cisco certification – CCNA –
    (preferred).

  • 2+ years’ experience in
    Applications support, Network or System administration environment.

  • Hands-on experience working
    messaging and collaboration systems such as Ms Exchange, Outlook, Active
    Directory, Google Apps, Blackberry, Android and other handheld devices.

  • Working knowledge of the
    following technologies: Veritas Backup Technologies, 2000/3/8 Active
    Directory, Windows 2000/3/8 technologies, TCP/IP, database management (SQL
    Server 2005/8), IIS 6/7, MS Exchange 2003/2007, DNS, Terminal Services,
    disaster recovery and patch management.

  • Excellent technical knowledge of
    PC and desktop hardware.

  • Excellent technical knowledge of
    PC internal components.

  • Hands-on hardware troubleshooting
    experience.

  • Extensive equipment support
    experience.

  • Working technical knowledge of
    current protocols, operating systems, and standards.

  • Ability to operate tools,
    components, and peripheral accessories.

  • Able to read and understand
    technical manuals, procedural documentation, and OEM guides.

  • Has some familiarity with Support
    Ticketing Systems.

  • Strong customer-service
    orientation.

  • Ability to conduct research into
    PC issues and products as required.



Technical/ Functional
competencies:




  • Excellent oral communication,
    listening, interpersonal, and written communication skills.

  • Willingness to share knowledge
    with team members, superiors, and users.

  • Ability to listen to users in a
    courteous and friendly manner, acknowledge the reality of their problems,
    translate their descriptions into technical terms, fix the problems, and
    explain the solutions in terms the users can understand.

  • Excellent customer service
    skills, including the ability and willingness to communicate effectively
    and appropriately in an empathetic and understanding manner.

  • Self-motivated and directed, with
    the ability to effectively prioritize and execute tasks in a high-pressure
    environment.

  • Experience working in a
    team-oriented, collaborative environment.



How to Apply



CLICK HERE TO APPLY



https://jobcenterkenya.com/service-desk-analyst-job-in-kenya-4/

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