IT Jobs In Kenya
Help Desk Coordinator
Role Purpose:
The incumbent will be responsible for coordinating various IT related issues between the IT Team.
Key Accountabilities
Performance Indicators
Being the first point of contact for all users seeking IT assistance via e-mail, telephone or Walk in.
Intimating the end user that a service request has been logged with the IT and an engineer has been
assigned with rough time estimates for
completing the request.Help Desk Coordinator
Role Purpose:
The incumbent will be responsible for coordinating various IT related issues between the IT Team.
Key Accountabilities
Performance Indicators
Being the first point of contact for all users seeking IT assistance via e-mail, telephone or Walk in.
Intimating the end user that a service request has been logged with the IT and an engineer has been
Timely allocation of SR to responsible engineers.
Timely escalation to the IT Manager in order to keep him/her informed about critical issues.
Prioritizing SR and performing proper routing taking into consideration the workload and availability of engineers.
Closing SR as well as following up with the user on closed SR’s in order to ensure high customer service levels.
Procurement
Receiving request for procurement of IT equipment from end users
Evaluating the requirement of the material, the product to be purchased as well as the necessary budgets.
Co-ordinating with the vendors in order to get the required quotations.
Preparing purchase indent and comparison sheet in order to proceed with procurement.
Co-ordination with the vendor for delivery
Co-ordination with the Engineers in order to deliver and install the equipment to the end user and to close the service request
Close co-ordination with all members in the IT team in order to access departments workload
Maintaining minutes of all department meetings and following up with engineers on various action items
Maintaining and filing all important department documents including employee record, leave record, procurement history, weekly reports etc.
Availability of updated files at any given point in time.
Initiating and recording weekly department meetings.
Application Support
Being the Single Point of Contact (SPOC) for all application related support and maintaining the same from a functional point of view.
Preparation and maintenance of support manuals.
Providing application training to the end users in order to improve his/her system usage efficiency
Inventory Maintenance
Maintaining IN and OUT transactions for
IT consumables inventory.
Timely procurement of consumables ensuring the EOQ is met.
Qualifications, Experience, Skills & Knowledge
A university degree in any stream with 2 to 3 years of prior Service Desk management experience.
Good knowledge of operating systems and office applications.
Soft Skills
Friendly presence and helpful attitude in order to work well with others.
Good analytical skills in order to resolve issues.
Ability to work responsibly with or without direct supervision.
Strong documentation and communication skills.
Email: bentleys@bentleysinter.com
Deadline: 16th April 2013.
0 comments:
Post a Comment