Requisition ID:  req24130

Major Responsibilities

• Customer Service and Communication
• Professionally, respectfully and effectively represents IT Team members, and IRC services to the users.
• Keep accurate notes of issues and troubleshooting steps taken within our ticketing system.
• Take ownership of incidents assigned to ensure issue resolution and user satisfaction.
• Adhere to internal audit responsibility policies and procedures and communicate the same to the end-users.
• Technical Skills – Level I Help Desk Support
• Provide Tier 1 & 2 help desk support for technical assistance in person, via phone chat using ServiceNow ticketing system, and follow up with customers and users to ensure complete resolution of issues
• Configure, deploy, maintain, troubleshoot and support Windows 10 and PCs Macintosh workstations and, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
• Create and maintain user accounts in AD Manager and O365 (user, computer, security objects).
• Filter HelpDesk calls and provide support and troubleshooting, such as password resets, toner replacement, break/fix, and escalation to higher level support.
• Follow standard help desk procedures, apply knowledgebase to problems and provide assistance to users: problem identification, instruction, and resolution of problems.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Perform post-resolution follow ups with end user and team members as required.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems; alert management to emerging trends in incidents, identify and escalate situations requiring urgent attention.
• Perform other duties as required.
•  Administrative Tasks & Record Keeping
• Validate and create knowledgebase articles and user documentation.
• Assign tickets and monitor/attend to the unassigned queue(s) in ticketing system.
• System administration and maintenance.
• Close tickets within established service levels.

 Key Working Relationships

• Position Reports to:  Senior Manager Service Desk
• Position directly supervises:  N/A

Indirect Reporting: 

• Team Leads
• Other Internal and/or external contacts: The technician will work independently and in a team setting is on daily bases. He/she/they will interact with vendors    as needed.
• Internal: Team Leads, Technicians, System Engineer, Desktop Engineer, Network Engineers, Knowledgebase Manager
• External:  Vendors: Phone vendor, Printer Vendor, MAC support, Microsoft Support, and other as needed.

Job Requirements 

Education : College degree or equivalent certification

Work Experience:  

• 1-3 years of experience in help desk/desktop support position
• Experience with Active Directory, and O365, Azure and SCCM
• Excellent communication skills – both written and verbal
• Knowledge of advanced computer hardware, including desktops, laptops, smartphones, and networking equipment
• Experience with Microsoft and MAC Operating Systems
• Working knowledge of a range of software and hardware diagnostic tools.
• Experience working with ITIL, and service desk best practices.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong documentation skills.
• A genuine desire to patiently help others solve technical issues
• Microsoft Visual Studio a plus
•  Certificates or Licenses: A+ Certification, SCCM, ITIL
•  Working Environment:  The position will work in the Nairobi and is expected to be on-site and flexible to remote working. Standard office work environment.