VACANCY 4

JOB TITLE: Help Desk
NUMBER OF POSITIONS OPEN: 3 (one per location)
LOCATION: Kenya, Nigeria, and Ghana
CLOSING DATE: Open Until Filled

SUMMARY
Our client is a leading telecommunications service provider within the region, with a presence in 16 different Countries.
Our client is seeking a Help Desk team member.

PRIMARY RESPONSIBILITIES
· Receive and log calls and giving them a trouble ticket.
· Analyze the call and decide on whom it should be passed on to as to see assigning impact and priority level to each
call.
· Refer the problem to the competent designated person/On-site Engineer/ Service provider/ Vendor.
· Track and follow-up the problem with the designated person/service provider to ensure SLA commitments are
adhered to.
· Trigger necessary escalations to the Team Leader if SLA commitments are not met.
· Close call on resolution of problems taking Feedback from callers.
· Consolidate call reports to provide periodic call statistics reports.
· Periodic analysis of call statistics to reduce repetitive volumes, adherence to SLA, to suggest required measures to
reduce the call volumes.
· Keeping track of tickets for closure within agreed SLA with partners, internal teams and external vendors.
· Obtain and publish RCA’s to stakeholders for Severity 1 & 2 calls.
· Ensure to keep the End-user informed about delays in advance (this should be by mail).
· Maintain integrity, security and confidentiality of all sensitive information and follow the physical security of the
customer operations.
· Adheres to company asset usage policies, e.g. Internet usage and customer security.

SKILLS AND REQUIRMENTS
· Graduate.
· 1-2 years of relevant experience.

HOW TO APPLY
Interested candidates holding the necessary requirements, good performance and / or references are encouraged to send
their applications with detailed CV names and contacts of 3 referees, current telephone number and email address to [email protected] and copy [email protected]
Kindly quote the job title on the subject line of your application.
Only short listed candidates will be contacted.