CAK IT at Communications Authority of Kenya

Job Description

• Determining the best solution based on the issue and details provided by customers
• Respond to requests for technical assistance in person, via phone, electronically
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the IT Helpdesk team
• Identify and suggest possible improvements on policies and procedures governing the IT Helpdesk
• Administer IT Help desk system
• Prepare quarterly IT Help Desk tickets statistics, status and graphical reports, analysis and recommendations

Qualifications

• Bachelors degree in Information Technology/Computer Science/Management Information Systems.
• Minimum of three (3) years relevant experience.
• Customer-service oriented with a problem-solving attitude
• Good understanding of computer systems, mobile devices and other IT products
• Report writing skills
• Interpersonal, written and oral communication skills
• A keen interest in IT and developments in the sector
• Ability to execute tasks in a high-pressure environment
• Understanding of confidentiality issues, and the law relating to them
• Proven analytical and problem-solving abilities.