IS Helpdesk Assistant Managers

The GogoSIMO Health Network is an organization based in Nairobi with several branches countrywide whose main mandate is promotion of better Health among the lower and middle class in the society.

We are seeking to recruit 5 IS Helpdesk Assistant Managers who will be working at out offices

Essential Job Responsibilities:

• First level of business interaction
• Communication & Escalation Management
• Follow-up’s & Issue closure coordination with internal team
• Remedy Management & ticket allocation
• Remedy Daily Reporting
• L1 Documentation
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced Engineer.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Identify and learn appropriate software and hardware used and supported by the company.
• Perform hands-on fixes at the desktop level
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Work with regional Production Delivery lead of Africa to drive helpdesk improvement initiatives.

Job profile:

• MS Office application (like Word, excel  etc)
• Antivirus (Symantec)
• Exchange 2003/2007
• Windows 2003 Server
• Windows XP/Vista
• MS Outlook
• LANDESK, ALTIRIS
• Fair knowledge about WAN/LAN
• Trouble shooting for network cabling
• Backup operations
• Desktop and Notebooks setup and daily management
• IT Policy development, Administration and management in conjunction with internal processes
• Microsoft Patches Administration and management on the client systems
• Management of changes across business, Technology and process boundaries in conjunction with internal processes
• Ensure the reports are generated and sent to appropriate personnel – These include trend analysis and health check reports

Interested qualified candidates should submit their applications enclosing a detailed Curriculum Vitae, day time telephone contacts, current gross salary, names and contact of three referees, copies of relevant professional and academic certificates and testimonials to the address below, not later than 15th March, 2013.

Preferably by Email:

Gogosimo Health Network
Riverside Drive,Dimension Building
P.O. Box 30253-40213
Nairobi

Forward CVS to:info@gogosimo.com