Service Desk Specialist at Kenya Airways

  • Full Time
  • Nairobi

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.

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