IT HELPDESK OFFICER

OFFICE NOTICE NO: 28/13- VACANCY – A1L CUSTOMER SERVICE CONTACT POINT- IT HELP DESK OFFICER

TO:  ALL STAFF, INCLUDING DFID, BRITISH COUNCIL, BPST (EA) & BATUK & OTHER DIPLOMATIC MISSIONS

A vacancy has arisen at the British High Commission for a Customer Service Contact Point - IT Helpdesk officer. The BHC consists of 360 employees with a wide variety of experience and job roles, representing 14 government departments working within Kenya and Somalia.  The aim of the BHC is to help “build a more stable and prosperous Kenya”, and support British nationals who visit or live in Kenya. The job is graded at A1L for which the current salary scale starts at Ksh.93,000/- per month before deduction of tax.
  Where the jobholder is not liable to Kenyan tax the scale will be abated under HM Treasury rules and starts at Kshs.71,228/- per month to take account of the tax they would have paid.

The Role

As part of the Corporate Services restructuring, a new customer service team has been created.  This is an exciting opportunity and the successful candidate will be the first point of contact for BHC customers, dealing with a range of Corporate Service enquiries.   The successful candidate should have a good track record of customer service skills and will need to demonstrate that they can work as part of a team.

Key Responsibilities

Working closely with the Customer Service Team Head, the key focus of the role will be:-

To receive, log, prioritise and track technical support calls for IT (up to Protect) and calls to the Customer Services team on other operational issues. While managing customer expectations and promote customer compliance.

The main duties include:

IT fault reporting

• Receiving technical support calls, logging them with sufficient detail in the Help Desk tracking system.
• Managing the IT support queries mail box
• Assigning all reported IT support issues to the ITSOs and follow up on completion
• Keep users informed of progress and close down calls and sending out customer feedback forms.
• Provision of monthly management information

 Support the IT Team

• Troubleshoot basic IT problems either by phone, email or in person
• Collect detailed information from customers on their issue to ensure the IT team can deal with them as efficiently and effectively as possible
• Support the IT team by visiting customers with basic IT problems

Management information and reporting

• Gather all the logged information from the customer services helpdesk and provide a detailed report for each team in a monthly report and benchmark the team’s performance for improvement
• Customer service feedback, ensure all team administration is completed and support the other members of the team
• Gather customer feedback on service on a monthly basis and feed this into monthly reporting
• Ensure all logged requests are fed into reporting accurately and at the right time
• Support and cover other team member’s work when they are away and busy
• Build effective relationships with customers and internal team customers

 Provision of management information on mobile, landline and FTN availability

• Liaison with the Utilities Officer on fault and or usage problems with mobiles, land line and FTN and keeping customers informed of progress. 

 Required Skills:-

The successful candidate will require excellent customer service skills, excellent oral and written communication skills.  In addition, attention to detail and initiative, listening and patience are important qualities for this role. The ability to communicate calmly, listen, absorb technical information is essential.  Ability to accurately log calls, assign priorities and ensure outstanding call (s) is/are tracked, escalated and dealt with from initial reporting to completion.

Education/qualifications:

Essential -

• Educated to diploma level in IT

Desirable -

• Degree in IT
• Qualification in ITIL
• Expert knowledge of MS Word, Excel, PowerPoint and Outlook
• Previous Helpdesk experience and relevant IT qualifications are essential alongside a good working knowledge of Microsoft Excel, Word and Ms Outlook 2007/2010. 

Experience

• At least 2 years working in an IT department serving customers
• Experience in dealing with a wide range of issues and different customers
• Experience in dealing with logistics and administration
• An understanding of cultural differences

Key Competences:

•  Working with Others – treats others with consideration and respect.  Works effectively and supportively with colleagues, both individually and in teams.
• Communicating – provides information clearly and concisely.  Willing to express own views and contribute to team discussions.
• Customer Focus - understands and focuses on customer needs.
• Delivers Results – Demonstrates the skills and motivation to complete all tasks competently, accurately and on time.  Solves problems within own area of responsibility but knows when to seek guidance.

 Application:

The British High Commission has not appointed any agents to process job applications or arrange interviews for this position and expects no fees to be paid to anyone.

Applicants must have the right to live and work in Kenya.

Applications – (CV plus completed application form) clearly marked: - “A1L Customer Service Contact Point & IT Helpdesk officer” should be forwarded to the following address:

The Human Resources Manager

British High Commission, Upper Hill Road

PO Box 30465 – 00100

Nairobi

 Or by e-mail to: HR.Recruit@fco.gov.uk    

You can access the job profile and BHC application form by visiting our website www.gov.uk/world/kenya.

Applications should be received on or before 18 July 2013.  Only short-listed applicants will be contacted for interview.

The British High Commission is an equal opportunities employer. Recruitment and staff management is conducted without regard to gender, race, ethnicity, religion or disability provided candidates are able to meet the requirements of the position advertised.

 

Categories: EMBASSY, IT