Technical Service Desk Agent at HighSpeed Office Kenya (HSO Kenya)

We are committed to delivering exceptional customer service and support, and we are now seeking a highly skilled Technical Service Desk Agent to join our dedicated team.

Job Description:

As a Technical Service Desk Agent, you will be the first point of contact for our clients, providing technical assistance and support for their hardware, software, and network-related issues. Your primary responsibility will be to diagnose and resolve technical problems efficiently, ensuring customer satisfaction. Key responsibilities include:

• Answering incoming customer calls and emails, providing prompt and professional technical support.
• Diagnosing and troubleshooting hardware, software, and network-related issues.
• Escalating complex issues to the appropriate teams when necessary and ensuring timely resolution.
• Providing guidance and step-by-step instructions to customers on problem-solving and issue resolution.
• Documenting all customer interactions, including issue details and resolutions, in the ticketing system.
• Following established procedures for incident management, problem management, and change management.
• Collaborating with cross-functional teams to identify recurring issues and provide feedback for process improvements.
• Keeping up-to-date with product knowledge and industry trends to enhance technical skills and customer support capabilities.
• Providing exceptional customer service and maintaining a high level of professionalism in all customer interactions.

Requirements:

• Proven experience as a Technical Service Desk Agent or similar role.
• Strong technical knowledge of hardware, software, and networking systems.
• Excellent problem-solving and analytical skills.
• Strong communication and customer service skills.
• Ability to work effectively in a fast-paced environment and handle multiple priorities.
• Familiarity with ticketing systems and remote support tools.
• A proactive and self-motivated approach to work.
• IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.