Location: Nairobi, Kenya

Job Details

DivisionCBRE ExcellerateMinimum experience

Mid-SeniorCompany primary industryInformation Technology and ServicesJob functional area

Information Technology

Job Description

Who we are

We are the market leader in commercial real estate services and investments and provide an integrated suite of high-quality real estate services to our clients across Africa and the Middle East, including facilities management, advisory & transaction services, project management.

We support predominantly corporate clients who buy services on a contracted basis all across the Middle East and Africa.

Scope:

• Resolves a wide range of issues in creative ways
• Seasoned, experienced professional with a full understanding of their specialty
• Works on problems of a diverse scope
• Receives little instruction on day to day work, general instruction on new assignments

Your Roles and Responsibilities:

• Use of ticketing system to track customer issues from initial diagnosis, through troubleshooting, and into resolution or escalation.
• Aid with computer and mobile hardware and software, printing, office products, electronic messaging and audio-visual technology.
• Conduct troubleshooting using documented procedures and available tools.
• Act as customer advocate/liaison to other support staff.
• Initiate escalations as appropriate to ensure management is aware of problems that are severe in nature or that exceed documented targets.
• Install and configure Computer and Mobile hardware and software in accordance with published policies/procedures.
• Deployment and recovery of computer and peripheral equipment.
• Installs, configures, and supports hardware, software and peripherals to end user workstations.
• Performs IT-related Move/Add/Change duties for all employees.
• Perform IT-related setup, support, and breakdown for large meetings, including audio-visual equipment.
• Track IT hardware assets and their respective configurations for potential reuse or retirement.
• Create and document routine IT processes and procedures.
• Balance the demands of daily and routine assignments with long-term projects.
• Develop strong relationships with internal customers, vendors, affiliates, and peers.
• Maintain physical presence at designated service locations to support the employee base.
• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills:

• Minimum 3-5 years of Service Desk/IT Help Desk experience in an enterprise environment.
• Demonstrates sound judgment in selecting methods and techniques for obtaining solutions
• Ability to work independently with minimal supervision
• Proactive and curious mindset
• Excellent coordination skills and a team player
• Ability to identify issues and escalate as needed
• Excellent written and oral communication skills
• Strong professional interpersonal and customer service skills
• Ability to resolve technical issues under pressure
• Demonstrated clear and effective verbal & written communication skills.
• Excellent Customer Service experience and follow through with attention to detail.
• Expertise with Windows operating system and Office 365 suite and other Microsoft applications and
• Experience with IT Knowledge Base and ticketing system.
• Experience applying ITSM best practices to Incident and Service Requests management.
• Knowledge of Azure Active Directory.

Preferred Qualifications:

• Apple Device Certification, Windows certifications, KCS certification, CompTIA A+, and/or other relevant certification or training
• Working knowledge in the use of audio-visual equipment