Service Desk Specialist (H09-I) At Kenya Airways

Brief DescriptionS/he will provide end users with regular updates on the progress of resolving their incidents or fulfilling their requests.Detailed DescriptionServe as the first point of contact for customers seeking technical assistance over the phone or email.Perform remote trouble shooting 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 from customers to the appropriate internal team.Identify and suggest possible improvements to procedures.Following standard procedures for proper escalation of unresolved issues to the appropriate internal teamsJob RequirementsBachelor's Degree in IT or a related fieldKnowledge and experience in IT service desk practices.Related experience and training.2+ years of setup, configuration, and troubleshooting of desktop/notebook hardware and software.Windows desktops and notebooks, as well as iOS devices, in a networked environment.Microsoft Office & Outlook.Knowledge of TCP/IP networking, and related network services (i.e., DNS, SMTP, DHCP, etc.).Knowledge of Active Directory1 year of experience in customer service, call center, or Help Desk support role and proficiency in one supported application.Additional DetailsAbility to communicate technical concepts to non-technical people.Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.Ability to multi-task in a fast-paced environment.Exceptional oral and written communication skills.