Job Title
Help Desk Engineer
Job Location
Nairobi
Primary Responsibilities
· Managing and maintaining relationships with customers and colleagues.
· Managing and resolving a variety of customer queries and complaints – to answer all calls within company-defined time limits and resolve customer queries.
· Capturing and recording customer requests into the relevant system and classifying reasons for calls and retrieving information from systems to aid decision-making.
· Meeting and adhering to performance standards, as defined by the supervisor.
· Ability to work autonomously towards defined individuals, team targets and goals.
· Team player able to contribute to and work within teams.
· Ability to communicate effectively and efficiently with both customers and coworkers.
· Good written communication skills to effectively communicate to customer and colleagues as well as proper escalations.
· Active member of the call center team by attending meetings, and sharing information on systems, processes, etc.
· Take ownership of all calls received and handle them to completion or escalation.
· Maintain confidentiality of all customer-related information
· Comply with company security and user access to company-related information in accordance with company procedures.
· Answer, transfer, and escalate calls with the necessary telephone etiquette, greetings, and closure.
· Follow through what has been requested by the customer offering solutions and alternatives.
· Adhere to Helpdesk operation schedules and demonstrate punctuality and reliability.
Education
- BSCIT
- ITIL certification
Experience
· 2 years of relevant working experience in Helpdesk operations & service delivery
· Quick learner with a sense of urgency
· Good communication skills
Knowledge & Skills Requirement
· Reporting & Analytical skills
· Great presentation skills.
· Good communication and client relationship skills
· Charismatic and a self-starter
How To Apply
Send your application letter and C.V. to: [email protected] with the Title: “Help Desk Engineer.”
Application Deadline: 22nd May 2023
