Wednesday, May 22, 2013

IS Helpdesk

IS Helpdesk   

Remuneration:  Kshs 10,000 – Kshs 15,000    

Essential Job Responsibilities:
    •    First level of business interaction
    •    Communication & Escalation Management
    •    Follow-up’s & Issue closure coordination with internal team
    •    Remedy Management & ticket allocation
    •    Remedy Daily Reporting
    •    L1 Documentation
    •    9x6 Mon-Fri Support First level of support (Min 40% of total monthly tkt)
    •    Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
    •    Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
    •    Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced Engineer.
    •    Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
    •    Identify and learn appropriate software and hardware used and supported by the company.
    •    Perform hands-on fixes at the desktop level
    •    Test fixes to ensure problem has been adequately resolved.
    •    Perform post-resolution follow-ups to help requests.
Job profile :
    •    MS Office application (like Word, XL, Adobe, Visio, Project etc)
    •    Dell Hardware installation and trouble shooting
    •    Printer Installation Installation/configuration & trouble shooting
    •    Know how about Patches scripts implementation & technology
    •    Antivirus (Symantec)
    •    Exchange 2003/2007
    •    Windows 2003 Server
    •    Windows XP/Vista
    •    MS Outlook
    •    LANDESK, ALTIRIS
    •    Fair knowledge about WAN/LAN
    •    Trouble shooting for network cabling
    •    Backup operations
    •    Desktop and Notebooks setup and daily management
    •    IT Policy development, Administration and management in conjunction with internal processes
    •    Microsoft Patches Administration and management on the client systems
    •    Management of changes across business, Technology and process boundaries in conjunction with internal processes
    •    Warranty Management as an escalation to third party vendors
    •    Ensure the reports are generated and sent to appropriate personnel – These include trend analysis and health check reports
Qualifications
    •    Educated to minimum diploma level ideally in computer related subject - from a recognised institution
    •    Ability to Manage Data
    •    Minimum 2 years experience
If interested, kindly send CV and application letter to recruitkenya@kimberly-ryan.net