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


  • 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

  • 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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