Latest Engineering Job Vacancies in Kenya 2013
Service Desk Analyst L1
Role & Responsibilities
To provide 1st line technical support; answering support queries via phone, email, Chat and Web
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To take ownership of user problems and be proactive when dealing with user issues.
Logging / verifying customer details
Identifying the issue and categorizing / prioritize the incident
Creating a ticket in CRM tool
Referring KB for workaround / resolution and attempting resolution
Strong interpersonal skills are a prerequisite.
Ability to work effectively in a dispersed team and individually
Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)Service Desk Analyst L1
Role & Responsibilities
To provide 1st line technical support; answering support queries via phone, email, Chat and Web
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To take ownership of user problems and be proactive when dealing with user issues.
Logging / verifying customer details
Identifying the issue and categorizing / prioritize the incident
Creating a ticket in CRM tool
Referring KB for workaround / resolution and attempting resolution
Strong interpersonal skills are a prerequisite.
Ability to work effectively in a dispersed team and individually
Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
Routing / Chasing of tickets with other PRG's
Recording trend of calls and identifying outages proactively
Callbacks for customer not reachable cases & customer request
Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation
Creating child tickets and tagging them with problem ticket
Callback the user and confirm resolution (where ever applicable)
Required Candidate Profile
Previous Helpdesk (Voice Support) experience preferred.
Excellent telephone manner.
Experience of using call logging software.
Knowledge of Microsoft based operating systems with emphasis on Windows X
Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
Basic understanding of PC hardware set-up and configuration.
MCP certification would be desirable. But not mandatory
Should have worked as a Customer Support Engineer / Technical Support Executive / System or Network Administrator & acquired hands-on experience in the above areas in large & complex setups
Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, willing to travel, open to work in shifts
Service Desk Analyst L1
Role & Responsibilities
To provide 1st line technical support; answering support queries via phone, email, Chat and Web
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To take ownership of user problems and be proactive when dealing with user issues.
Logging / verifying customer details
Identifying the issue and categorizing / prioritize the incident
Creating a ticket in CRM tool
Referring KB for workaround / resolution and attempting resolution
Strong interpersonal skills are a prerequisite.
Ability to work effectively in a dispersed team and individually.
Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)
Routing / Chasing of tickets with other PRG's
Recording trend of calls and identifying outages proactively
Callbacks for customer not reachable cases & customer request
Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation
Creating child tickets and tagging them with problem ticket
Callback the user and confirm resolution (where ever applicable)
Required Candidate Profile
Previous Helpdesk (Voice Support) experience preferred.
Excellent telephone manner.
Experience of using call logging software.
Knowledge of Microsoft based operating systems with emphasis on Windows X
Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
Basic understanding of PC hardware set-up and configuration.
MCP certification would be desirable. But not mandatory
Should have worked as a Customer Support Engineer / Technical Support Executive / System or Network Administrator & acquired hands-on experience in the above areas in large & complex setups
Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, willing to travel, open to work in shifts
Service Desk Analyst L2
Role & Responsibilities
To provide 1st & 2nd line technical support; answering support queries via phone, email, Chat and Web
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To take ownership of user problems and be proactive when dealing with user issues.
Identifying the issue and categorizing / prioritize the incident
Referring KB for workaround / resolution and attempting resolution
Strong interpersonal skills are a prerequisite.
Ability to work effectively in a dispersed team and individually.
Ticket reassignment to PRG's if ticket unresolved by L1/L2 (where ever applicable)
Routing / Chasing of tickets with other PRG's
Recording trend of calls and identifying outages proactively
Callbacks for customer not reachable cases & customer request
Identifying the trend of calls / tickets and highlighting it to TL/SDM as applicable for outage confirmation
Creating child tickets and tagging them with problem ticket
Callback the user and confirm resolution (where ever applicable)
Conduct Audits and Mentor L1 Team Members
Ability to prepare the MIS Reports.
Experience in handling Client Escalations and Client interfacing.
Drive Quality Initiatives and process excellence.
Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update received by the PRG
Training the L1 team on the process / top issues
Responsible to meet their objectives defined by the project
Being compliant to all process and procedures
Time and Leave Management
Required Candidate Profile
Previous Helpdesk (Voice Support) experience preferred.
Experience of using call logging software.
Strong knowledge of Microsoft based operating systems with emphasis on Windows X
Good Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
Good Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint and Outlook.
Basic understanding of PC hardware set-up and configuration.
MCP/MCSE/CCNA certification would be desirable. But not mandatory
Should have worked as a Customer Support Engineer / Technical Support Executive / System or Network Engineer & acquired hands-on experience in the above areas in large & complex setups
Should have good understanding of infrastructure management processes; good understanding of process framework like ITIL is needed.
Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, willing to travel, open to work in shifts
Deadline for sending CV is 15th March 2013.
Interested people should sent email with subject reading tittle of the job to recruitment@viscarcapacity.com
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