Kenya Airways - IT Support Technician - IT Service Delivery Jobs in Kenya
Kenya Airways - IT Support Technician - IT Service Delivery Jobs in Kenya 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.
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
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 contacted
How to Apply
For more information and job application details, see; Kenya Airways - IT Support Technician - IT Service Delivery Jobs in Kenya
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