Help Desk Coordinator Job in Kenya

Help Desk Coordinator

Role Objective

The job holder supports and coordinates Help Desk operations for OA Technical services to ensure adherence to the customers Service Level Agreements to enhance customer satisfaction. This role is an end to end responsible for imaging products of all branches and other specific activities

Duties & 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 ETA to customers
Management and coordination for all PMs on schedule, Install /Dis-install calls based on m/c delivery information
Achieve response time by keeping focus on calls receive time and close coordination with engineers for meeting 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 SOF for speedy spares delivery
Follow up with field team for closing all calls/ job sheets including open for spares post delivery
Coordination with credit department, sales and customer if customer on credit hold/ contract
End-to-End Q’ number management
Escalation tracker updating on daily basis, follow up for closure & circulation of 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

Thinking Requirements And Working Complexity

Maintain a comprehensive and up to date knowledge of all solutions offered in Office Automation
ERP / CRM system operations
Excellent Negotiation skills
Excellent communication skills both verbal and written
High level of integrity
Analytical Skills

Knowledge And Experience Required Of Jobholder

Diploma in Customer Care or a related field
3-4 years of relevant experience in call center or customer care desk
Fluency in English & Kiswahili
Computer literate with knowledge on Microsoft Office suite

How to Apply