IT Service Desk at Old Mutual Kenya

Job Description

This role is for responsible for providing support for incident resolution and requests reported to the service desk

Service Desk Management

• Addresses and resolves incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer
• Provides after hours and on-call support as needed
• Maintain accurate records to support a detailed inventory of hardware and software
• Assist personal computer users with hardware and software questions, problems, and training
• Diagnose and resolve hardware and software problems
• Analyzes and resolves incidents and requests regarding
• Desktop software and hardware
• Systems and applications software
• Server and client operating systems
• Data and voice communications
• Networking
• End User Administrative Management

Customer Support

• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
• Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
• Documents resolutions and updates self-help and staff knowledge bases
• Initial fast resolutions to Routine Incidents – e.g. password resets
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Generally at least 50% - 60% of calls resolved

Risk Management

• Identifying, assessing and controlling risks through analyzing incidences and problem raised through the service desk and evaluate the impact of the business and coming up with mitigation procedures
• Help reduce potential negative impact of changes and mitigate service outage

Service cost management

• Analyzing issues raised for accurate prioritization and classification and to undertake an immediate effort in order to restore a failed IT Service as quickly as possible
• If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert Technical Support Groups (2nd Level Support).
• 1st Level Support also processes Service Requests and keeps users informed
• About their Incidents' status at agreed intervals.

Skills

• Computer Literacy
• Desktop Computers
• Help Desk Support
• Information gathering
• Excellent command of the English language, both in communication ability and in drafting skills.