IT Helpdesk Specialist - Sponsorship systems in Nairobi

To assist Customer Service Team Lead in providing resolution to complex customer issues; To perform in-depth analysis of service call tickets; To provide training for Helpdesk staff in terms of quality customer support; To drive performance of Helpdesk staff against agreed Service Level Agreements


KEY RESPONSIBILITIES:

• Provide applications support for WV applications primarily on critical incidents related to major application.
• Perform thorough analysis and investigation on highly critical issues Conduct technical analysis of highly critical issues through source code analysis.
• Isolate and provide resolution to customer issues or qualify the customer issue for business service assistance or developer assistance.
• Assist in implementing new projects and coach/mentor Helpdesk staff.
• Work/collaborate with other SSC sub-teams (as necessary) to facilitate efficient and effective resolution of incidents.
• Ensures the Helpdesk staff maintains adequate coverage of all issues and assists in setting work schedules.
• Utilizes independent judgment in handling user issues/questions and only refers issues to the Customer Service Team Lead in unusual or “high risk” situations.
• Assist Customer Service Team Lead to develop Helpdesk policies and procedures and ensures that Helpdesk staff comply.
• Maintains a highly proficient technical knowledge in various applications supported by Helpdesk, inclusive of hardware, software and database applications required to support the applications.
• Attend daily devotions and monthly chapel service
• Perform other duties and responsibilities assigned from time to time.

KNOWLEDGE, SKILLS & ABILITIES:

REQUIRED:
• Bachelor’s degree in one of the following subject areas: Computer Science, Computer Engineering, Information Technology or related field preferred
• At least 3-5 years experience as Senior Helpdesk Support or Applications support is a must With hands-on experience in applications development using a Lotus Notes platform
• Pro-active, with initiatives and needs minimal supervision.
• Attention to details with very good analytical problem solving and organizational skills.
• Ability to plan, organize and work on multiple tasks simultaneously
• Team player with excellent oral and written communication skills.
• Have a service orientation with the ability to organize, prioritize, and delegate tasks (as needed) while transferring knowledge and expertise.
• Able to design and conduct training programmes for a cross-cultural setting.
• Able to work effectively with a diverse team of information technology & business professionals.
  PREFERRED:
• Experience as Helpdesk/Support trainer is a plus Experience in working within a multinational, multicultural environment is a plus.
• Knowledge of industry accepted documentation standards would be a plus.
• Good supervisory and training skills is a plus
• Work experience with Crystal Reports is a plus
• Excellent customer relations skills is a plus
• Certified Lotus Notes Developer is a plus.
• Able to travel internationally.

https://jobs.wvi.org/webjobs.nsf/WebPublished/F7088A04B435E6A488257AB700168017?OpenDocument