Job Overview/Summary:

The Senior Service Desk Technician will provide support to our end-users globally, and handle escalations from tier 1 tear 2 support, with the location in Nairobi, Kenya. Daily tasks may include though are not limited to:

• Incident response, monitoring, investigation, project implementation, as well as basic operational support.
• Provide resolution of potential and actual service problems.
• Supervise the prioritization of tickets, queue management, scheduling, and resource planning as per Service Desk Manager.
• Mentor and oversee less experienced team members, and participate in performance reviews
• Assist in the development, monitoring, and enforcement of knowledgebase that outline how problems are identified, documented, assigned, and corrected
• Document Service Desk activities, identify problem areas, document resolutions, and devise and deliver solutions

Major Responsibilities

Customer Service and Communication

• Demonstrate an ability to communicate technical terms, IRC IT policies to end users in a service-oriented fashion.
• Provide exemplary customer service across all levels of the organization
• Provides technical advice and guidance relative to problems involving technical user issues.
• Troubleshoots and restores routine technical service and equipment troubles by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.

Technical Skills

• End User Device administration/configuration/support/troubleshooting
• Use of tools and utilities: Responsible for the implementation, installation, maintenance, and support of End User Infrastructure
• Support equipment, software and connectivity for Windows workstations, PDAs, PCs Macintosh and printers, LAN, AV, Video conferencing, telephone.
• Responsible to implement known solutions to software and hardware problems and perform basic troubleshooting in their area of expertise.
• Provide over-the-phone and on-site Level 2 assistance to users: problem identification, instruction, and resolution of problems and escalate when necessary.
• Design technical solutions for modules of a project, or to resolve most problems and select appropriate work procedures or approaches to address technical challenges.
• Conducts complete diagnostics of most business problems; anticipates implementation obstacles.
• Assist in of new technologies and other related tasks as needed.
• Influence and propose new technologies to meet organizational needs.

Administrative Tasks & Record Keeping

• Create and validate knowledgebase articles and user documentation.
• Monitor the assigned queue(s) in the ServiceNow ticket system; run reports and analyze common complaints and problems
• Log real time written journal entries documenting actions taken on all ticket requests.
• Close tickets within established service levels.
• Manage IT inventory, licenses, services, and support incidents.
• Supervise the prioritization of tickets, queue management, scheduling, and resource planning as per Service Desk Manager.
• Investigates and coordinates the resolution of potential and actual service problems and ensures that incidents and requests are handled within SLA and in professional, efficient and knowledgeable manner within SLA.
• Monitor and analyze service request/incident trends, anticipate potential problems for proactive resolution in ServiceNow and provided reports as requested.

Mentoring

• Mentor and supervise less-experienced staff with responsibility for their technical development, including internship programs.
• Provide statistical and performance feedback and coaching on a regular basis to team members.
• Participate in Performance Management Reviews and report any problematic issues.

Key Working Relationships

• Position Reports to: Senior Manager Service Desk
• Position directly supervises: N/A

Indirect Reporting

• Team Leads

Other Internal And/or External Contacts

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• The technician will work independently and in a team setting is on daily bases. He/she will interact with vendors as needed.
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• Internal: Team Leads, Technicians, System Engineer, Desktop Engineer, Network Engineers, Knowledgebase Manager
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• External: Vendors: Phone vendor, Printer Vendor, MAC support, Microsoft Support, and other as needed.

Job Requirements

• Education: College degree or equivalent certification

Work Experience

• 3-5 years of experience in help desk/desktop support position
• Excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients, IT management, staff and vendors.
• Strong organizational skills, able to prioritize and multitask.
• Strong interpersonal skills and customer service skills.
• Ability to work collaboratively in a team environment.
• Must be dependable and have excellent written and verbal communication skills.
• Ability to interact with various levels of employees throughout the organization, VIP support included.
• Ability to relay technical information to non-technical business units.
• Strong documentation skills.
• Certificates or Licenses: A+ Certification, SCCM, ITIL

Other Requirements

• Windows 10
• Active Directory and ADManager Plus
• PowerShell
• Network experience (TCP/IP, DNS, DHCP,VPN etc.)
• Office 365
• Sophos
• Proopfpoint
• MS phones
• MS Intune Management