IT Helpdesk Assistant at Wananchi Group

Position Reporting to: I.T. Manager

Manages Others: No

Job Purpose / Summary: Assist in the management of all day to day IT issues that include; LAN related activities, Office automation issues and Business application support for the Wananchi Group Staff.

Key Roles:

• Responsible for IT hardware & software Inventory Management
• Primary contact for all internal IT support queries
• Preparation for daily , weekly and monthly IT helpdesk reports
• Responsible for receiving service requests via telephone, email, and ticketing system.
• Responsible for diagnosing and resolving internal customer incidents, escalating cases where necessary.
• Carry Hardware preventative maintenance and repairs
• Competent in offering internal customers in-office help, on site and through remote-access software.
• Ensuring user satisfaction with IT services through effective communication
• Train users on basic computer procedures and Ms office products

Requirements

• The ideal candidate will have excellent IT skills, including Microsoft Word, Excel, Outlook and Internet.
• The ability to communicate effectively and handle telephone calls proficiently is essential, as is experience of working in an administrative role.
• Able to deal confidently with a wide range of people in difficult circumstances.
• Ability to diagnose & solve problems in an efficient manner.
• Ability to demonstrate experience of effective communication with customers via a range of different channels.
• Attention to detail.
• Possess a confident & professional manner with strong interpersonal skills.
• Confidence to engage with staff on all levels, self-motivated & capable of working on own initiative as well as part of a small team.
• Good understanding of Microsoft Platforms.
• Good working knowledge of browser technologies.

Qualifications:

• Degree in IT related field
• 1 year experience
• Can work under high pressure environment
• Be honest,flexible,committed and fast learner
• Integrity and personal organization planning skills
• Valid certificate of good conduct

Key Performance Indicators

• Response time to helpdesk tickets
• Ticket closure
• Submission of daily/weekly/monthly reports