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.

    Key Accountabilities

  • 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

    Qualifications

  • 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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