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Job Description

The IT Intern will provide technical support to internal staff. The successful candidate will closely work with the IT Service Desk Admins with a focus on applications/systems – diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. Other tasks will be assigned by the IT Manager, IT Service Delivery Manager, and Infrastructure Specialist when need be. Coverage includes the HQ site as well as remote users at other offices and agents. 

 

Responsibilities

  • Assist with logging calls in the Service Desk Call Logging system 
  • Troubleshooting of IT related problems from in-house software to hardware, such as phones, Laptops, PCs, and Printers 
  • Guide customers through the problem-solving process (Communicate technical knowledge into actionable processes)
  • Assist with receiving, logging, and managing calls from internal staff via telephone and email 
  • Troubleshoot basic network issues 
  • Escalate unresolved calls to the Infrastructure Specialist, IT Service Delivery Manager
  • Take ownership of user problems follow up the status of problems on behalf of the user and communicate progress in a timely manner 
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles 
  • Basic Active Directory knowledge. Creating user accounts, resetting passwords, creating groups etc. Use gender-neutral language.

 

Skills and Qualifications

  • On course to complete a degree in Computer Science/BIT added advantage
  • Excellent communication skills and telephone manners. 
  • Excellent organizational skills 
  • Knowledge of Microsoft-based operating systems with an emphasis on Windows 7, Windows 10, and MS Office 2016 or Office 365.
  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service 
  • Initiative
  • Drive
  • Withstanding Pressure
  • Assertiveness
  • Cultural Sensitivity
  • Approachability
  • Time Flexibility
  • Empathy
  • Service Orientation
  • Resilience
  • Self-insight / Awareness
  • Good Judgement

 

Job Details

Level : Mid level
Industry : Business
Salary : Confidential
Experience : 4 Years
Applications : 6
Locality : Nairobi, Kenya
Eligibility : Bachelor
Company : Kaziweza limite...
Posted By Kaziweza limite... / 24 Jan 2022

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