IT Company Help Desk Coordinator Jobs in Nairobi
IT Company Help Desk Coordinator Jobs in Nairobi
Our client is a leading IT solutions provider in the country.
They seek to hire an efficient Help Desk Coordinator who has managed teams, to support and coordinate Help Desk operations for Office Automation Technical services.
Key Responsibilities
Management of switchboard, general phone call & coordination on enquiries received
Respond to all imaging emails from customers of branches and satellite locations
Logging all imaging calls received via email/ phone etc. Assign and communicate log time to engineers and estimated time to arrive at customers
Management and coordination for all PMs on schedule, Install /Dis-install calls based on m/c delivery information
Achieve response time by keeping the focus on calls receive time and close coordination with engineers for meeting the service-level agreement (SLA)
Preparing estimates for all spare requests for various contracts and sharing with CRS; engineers; customers and follow up with concerned persons for LPOs
Spares requisition and coordination for the sales order form (SOF) for speedy spares delivery
Follow up with field team for closing all calls/ job sheets including open for spares post-delivery
Coordination with the credit department, sales, and customer if a customer on credit hold/ contract
End-to-End Q’ number management
Escalation tracker updating on daily basis, follow up for closure & circulation of the tracker with all stakeholders
PM calls logging & management
HD reports, analytics, and process flow for
service delivery
Fall-Back for others in Help Desk on need base
Skills & Qualifications
Diploma in Customer Care or a related field
3-4 years of relevant experience in a call centre or customer care desk
Experience in managing teams and generating reports will be an added advantage
Fluency in English & Kiswahili
Computer literate with knowledge of Microsoft Office suite
Experience with ERP / CRM system operations
Ability to work well under minimal supervision
Female candidates encouraged to apply
NB:
MUST have call centre experience
Managing teams will be an added advantage
How to Apply
If you are up to the challenge, possess the necessary qualification and experience; please send your CV only quoting the job title on the email subject (Help Desk Coordinator – IT Company) to
vacancies@corporatestaffing.co.ke before Thursday, 12th November 2020.
N.B: We do not charge any fee for receiving your CV or for interviewing.
Only candidates short-listed for an interview will be contacted.
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