Service Desk Specialist at Kenya Airways

Brief Description

S/he will provide end users with regular updates on the progress of resolving their incidents or fulfilling their requests.

Detailed Description

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote trouble shooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements to procedures.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Job Requirements

• Bachelor’s Degree in IT or a related field
• Knowledge and experience in IT service desk practices.
• Related experience and training.
• 2+ years of setup, configuration, and troubleshooting of desktop/notebook hardware and software.
• Windows desktops and notebooks, as well as iOS devices, in a networked environment.
• Microsoft Office & Outlook.
• Knowledge of TCP/IP networking, and related network services (i.e., DNS, SMTP, DHCP, etc.).
• Knowledge of Active Directory
• 1 year of experience in customer service, call center, or Help Desk support role and proficiency in one supported application.

Additional Details

• Ability to communicate technical concepts to non-technical people.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
• Ability to multi-task in a fast-paced environment.
• Exceptional oral and written communication skills.