IT Support Technician.IT Service Delivery at Kenya Airways

Job Purpose Statement

The ideal candidate will provide first-level support to Kenya Airways global offices end-users’ queries received via phone, email or logged directly in the service desk tool. S/he will triage, record, categorize, and prioritize end user queries (incidents and requests) within the agreed service levels. S/he will escalate end user support requests to a higher IT support specialist if they are unable to resolve the issue on their own. S/he will provide end users with regular updates of the progress of resolving their incident or fulfilling their requests.

Key accountabilities for this role are:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting 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 by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Qualifications

• Bachelor’s Degree in IT or related field
• 1+ year experience in an IT customer service, call center, service / help desk or end user support environment.
• Knowledge and experience of IT service desk practices, end user support or systems administration.
• ITIL Training or Microsoft Certifications.
• Knowledge and experience in end user devices / software configuration and troubleshooting.
• Training in Microsoft Office 365, Oracle ERP, Okta, Networking will be an added advantage

Interested candidates are requested to submit their applications online.

Only shortlisted candidates will be