IT Helpdesk Assistant at Wananchi Group

Department: IT Department

Location: Gateway Park

Employment Status / Type: Full Time

Position Reporting to: IT Manager

Manages Others: No

Job Purpose / Summary: Reporting to the IT Manager, the IT Help Desk Assistant will assist in the management of all day-to-day IT issues including LAN related activities, office automation and Business application support for the Wananchi Group Staff.

Key Roles & Responsibilities

• Timely Resolution of Service Desk Requests
• User end LAN support and troubleshooting
• Office application installation and support
• Hardware preventative maintenance and repairs
• System User management
• Process documentation
• System Upgrades

Required Education, Skills & Experience

• Bachelor’s Degree in IT or related field from a recognized university
• At least 1-year relevant experience in a busy environment
• 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.
• Ability to deal confidently with a wide range of people in difficult circumstances.
• Should be able to diagnose & solve problems in an efficient manner.
• Demonstrated experience of effective communication with customers via a range of different channels.
• Attention to detail & demonstrated to work under pressure
• 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 working knowledge of browser technologies. Integrity and personal organization planning skills

Key Performance Indicators

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