Job Description

Objective

To provide customer service by monitoring their links, carrying out basic troubleshooting of problems and updates on the appropriate action.

Duties

• Monitors Clients’ Links/ base stations
• Responds to requests for technical assistance via phone.
• Diagnoses network issues
• Investigates clients’ complaints using available information and resources
• Advises Call Centre on appropriate action
• Logs all help desk interactions
• Administers help desk software
• Redirects problems to appropriate department
• Identifies and escalates situations requiring urgent attention
• Tracks and routes problems and requests and documents resolutions
• Prepares reports
• Informs management of recurring problems
• Ensures up-to-date knowledge of system information, changes and updates

Rotational Responsibilities

• . Supervises the team to follow up on tickets and ensure that issues are resolved
• Open and assign tickets from mails to the team
• Responds to mails with ticket numbers
• Attends to the end portal and assign tickets to members of the team
• Organizes events, meetings, trainings for the team.
• Reviews solved tickets and reopen them if not properly updated
• Sends notifications to clients
• Send mails about event managers
• Gathers information needed for WISKI’s (KPI)

Required Skills or Experience

• Degree in IT or equivalent from a recognized institution
• Minimum 2 years work experience in Networking Environment
• Experience and training in monitoring of connectivity to sites
• Knowledge of fundamental operations of relevant software, hardware and other equipment
• Experience and training in troubleshooting and providing help desk support
• Ability to plan, coordinate and follow up on work activities
• Interpersonal skills
• Good Communication skills - verbal and written
• Punctuality
• Customer service orientated