Position Reporting to: IT Manager
Manages Others: No
Job Purpose / Summary: Assist in the management of all day to day IT issues that include; LAN related activities, Office automation issues and Business application support for the Wananchi Group Staff.
Responsibilities
Responsible for IT hardware & software Inventory Management
Primary contact for all internal IT support queries
Preparation for daily , weekly and monthly IT helpdesk reports
Responsible for receiving service requests via telephone, email, and ticketing system.
Responsible for diagnosing and resolving internal customer incidents, escalating cases where necessary.
Carry Hardware preventative maintenance and repairs
Competent in offering internal customers in-office help, on site and through remote-access software.
Ensuring user satisfaction with IT services through effective communication
Train users on basic computer procedures and Ms office products
Requirements
The ideal candidate will have excellent IT skills, including Microsoft Word, Excel, Outlook and Internet.
The ability to communicate effectively and handle telephone calls proficiently is essential, as is experience of working in an administrative role.
Able to deal confidently with a wide range of people in difficult circumstances.
Ability to diagnose & solve problems in an efficient manner.
Ability to demonstrate experience of effective communication with customers via a range of different channels.
Attention to detail.
Possess a confident & professional manner with strong interpersonal skills.
Confidence to engage with staff on all levels, self-motivated & capable of working on own initiative as well as part of a small team.
Good understanding of Microsoft Platforms.
Good working knowledge of browser technologies.
Qualifications:
Degree in IT related field
1 year experience
Can work under high pressure environment
Be honest,flexible,committed and fast learner
Integrity and personal organization planning skills
Valid certificate of good conduct
Key Performance Indicators
Response time to helpdesk tickets
Ticket closure
Submission of daily/weekly/monthly reports
