HELP DESK ADMINISTRATOR JOB

Job Title: Help Desk Administrator
Reports to: Operations Manager
Kenya

KEY JOB TASKS
Deal directly with customers either by
telephone, electronically or face to
face
Evaluate requests for service or
complaints and enter into CRM
system.
Follow up progress on customer
inquiries.
Produce up to date daily reports
Act as customer advocate and liaise
on customer’s behalf with other staff
when required.
Analyze, evaluate and resolve
customer enquiries at the first point
of contact
Deal with customer complaints and
resolve them with a positive problem-
solving attitude.
Process orders, forms, applications
and requests
Direct requests and unresolved
issues to the designated resource
Interact with Technical Support to
assist customers with trouble
resolution
Keep records of customer
interactions and transactions
Communicate and coordinate with
internal departments
Actively look for ways in which the
service could be improved
Respond to input from customers
and support team (complaints, praise
and concerns) to help us identify
better ways of providing the service
Identify root causes of issues and put
forward proposals to the
management team for improving the
system and service to ensure that a
longer term solution is provided
Undertake customer satisfaction
research
Any other duties as assigned

KNOWLEDGE AND SKILLS
REQUIREMENTS
Degree/ Diploma in Business
Administration, Computer Science or
Information Systems preferred
Knowledge of relevant computer
applications
Knowledge of customer service
principles and practices
Technical background
(Telecommunications, IT, Network
Solutions)

Qualified Kenyans should send CVs
to:
recruitment@workforceassociates.net
Indicating current and expected job
salary.