Mandarin IT Service Desk Analyst.

Location: Nairobi

Our client, an international organization who is a leading provider of language interpretation services is seeking to recruit Mandarin IT Service Desk Analyst. Successful candidate will be responsible for responsible for providing Service Desk support to customers applying technical knowledge and customer service skills via phone, email, or chat.

Duties and Responsibilities

Provide General IT end-user support including:

• Utilize excellent customer service skills and exceed customers’ expectations.
• Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems.
• Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how-to” questions.  
• Properly escalate unresolved issues to the next level of support with strong supporting documentation.
• Following documented processes to resolve customer issues.
• Ensure proper recording, categorization, documentation, and closure of all tickets.
• Analyze the impact and urgency of customer’s issues and prioritize appropriately.
• Recommend procedure modifications or improvements.
• Drive positive results in Customer Experience through timely responses and professional interaction.
• Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics.
• Preserve and grow your knowledge of Service Desk procedures, products, and services.
• May perform other job duties as directed by Team Lead or Service Delivery Leader

Qualifications and Experience

• 6-12 months’ experience in a Service Desk role and/or technical support role
• 6-12 months’ of customer service experience in a professional industry
• Bachelor’s Degree (or equivalent) in IT.

Technical Skills - Required: 

• Strong troubleshooting and documentation skills.
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Other Requirements:

• Excellent customer service skills
• Strong attention to detail and strong communication skills (both written and oral)
• Excellent work ethic
• Problem-solving skills

Competency Statement(s):

• Solution driven
• Detail oriented

Work Environment

• Occasional ability to work from an off-site location.