Help Desk Job Corporate Staffing

Jobs In Kenya
Jobs In Kenya
Help Desk Job Corporate Staffing

Help Desk Coordinator Job, Current Customer Service Jobs In Kenya,

Title: Help Desk Coordinator – IT Company,

Location: Nairobi,

Salary: Competitive,

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 enquires 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

Click here for full details on the job

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