Mandarin IT Service Desk Analyst at Flexi-Personnel

2 months ago

Nairobi, Kenya PATH Full time

Flexi Personnel Ltd is a HR Company that was founded in 2008. It is currently the fastest growing HR firm in Kenya offering a wide range of services including Headhunting and Executive selection, Outsourced Labor management, HR Outsourcing, Outsourced Payroll Management, HR consultancy, Psychometric Assessments and Expatriate Services and relocation support. What makes us a unique Recruitment and Outsourcing Agency in Kenya, and the whole of Africa, is our systematic approach and listening to our clients’ recruitment and payroll needs. We've offered and will continue offering appropriate solutions to our clients. We only forward candidates within the client’s specification. As a Recruitment firm, integrity and value are key elements of our Recruitment, Staff Outsourcing, Payroll Management, and HR Consultancy services. We deliver to our promise to our clients within a 3-day deadline. This is enhanced by our dedicated team of recruitment, screening, and management experts.
Summary
Our client, an international organization who is a leading provider of language interpretation services is seeking to recruit Mandarin IT Service Desk Analyst. Successful candidate will be responsible for responsible for providing Service Desk support to customers applying technical knowledge and customer service skills via phone, email, or chat.
Duties and Responsibilities
Provide General IT end-user support including:

Utilize excellent customer service skills and exceed customers’ expectations.
Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems.
Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how-to” questions.
Properly escalate unresolved issues to the next level of support with strong supporting documentation.
Following documented processes to resolve customer issues.
Ensure proper recording, categorization, documentation, and closure of all tickets.
Analyze the impact and urgency of customer’s issues and prioritize appropriately.
Recommend procedure modifications or improvements.
Drive positive results in Customer Experience through timely responses and professional interaction.
Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics.
Preserve and grow your knowledge of Service Desk procedures, products, and services.
May perform other job duties as directed by Team Lead or Service Delivery Leader

Requirements
Qualifications and Experience

6-12 months’ experience in a Service Desk role and/or technical support role
6-12 months’ of customer service experience in a professional industry
Bachelor’s Degree (or equivalent) in IT.

Technical Skills - Required:

Strong troubleshooting and documentation skills.

Other Requirements:

Excellent customer service skills
Strong attention to detail and strong communication skills (both written and oral)
Excellent work ethic
Problem-solving skills

Competency Statement(s):

Solution driven
Detail oriented

Work Environment

Occasional ability to work from an off-site location

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