Good day. Thank you all for the interest and the response However, I am in need of the respective countries' nationals, not Kenyan nationals. Apologies for any miscommunication. If you are Ugandan, Tanzanian or Ethiopian, or you know people there, kindly forward this to them for action. Kind regards, ./Sam On Fri, Mar 7, 2014 at 12:08 PM, Samuel Wachira <wachirasam@gmail.com>wrote:
Kindly circulate.Nationals preferred
If interested, kindly send CV offlist
*Senior Assistant - Onsite Support Staff*
*Purpose*
Resolve all incidents and fulfill all service requests related to
client computing environment which require onsite visits to
client's offices for the purpose of increasing efficiency and
effectiveness of business clients
*Responsibilities*
-
Resolve all incidents and service requests escalated by First
Level or Specialized Support Team to the On Site Support
team focusing primarily on hardware related incidents, but
provide assistance with software related incidents where
needed
- Provide onsite hardware and software services to clients by
prioritizing, categorising, investigating and diagnosing,
resolving and closing all incidents and service requests related
to client computing environment at the 2nd level such as
desktop applications, client devices (laptops, printers,
scanners, iPads etc.) and other standard software applications
in accordance with agreed criteria and the needs of the
organization at head office, regional resource centres, field
offices, and liaison offices.
- Make recommendation and escalate incidents and service
requests Client Devices Management Team deployment,
relocation, repair or replacement of identified client devices.
-
Communicate with clients regarding client computing
environment incidents and service requests, and notify them
of impending changes or agreed unavailability of services
- Contribute to the establishment of appropriate knowledge base
content for both technical support staff and end users of the
organization, specifically with a focus on producing content that will
assist First Level Support in achieving a higher rate of
incident resolution.
- Inform them about the progress of their logged incidents and
service requests
-
Record the resolutions of incidents appropriately to a
knowledge database of client computing environment known
errors
- Inform the Chief Service Desk Coordinator in case of major
incidents
*Qualifications*
-
At least Bachelor Degree in computer science, Information
Technology, software engineering or equivalent.
-
Professional Certifications in IT such as ITIL (v3), MSCE,
- A minimum of three (3) years' relevant experience on IT support services
- Ability to configures, installs, and updates standard hardware and software, peripheral equipment, printers, and other desktop or portable computing devices.
- Strong knowledge with Microsoft applications such as Windows 7, MS Office 2010, SCCM and other software used at the Organization, hardware and software products and problem solving/troubleshooting skills; network connectivity, ERPs (particularly SAP); remote access setups (hardware/software and networking); new technologies to mobilize technology solutions; incident management; and service request fulfilment processes
- Strong command of English or/and French
- Excellent communication and interpersonal skills with ability to deal effectively with staff at all levels with service-orientated and quality-driven culture. Courteous and patient character with clients.
./Sam