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-5/