End User Support Consultant at Stanbic Bank Kenya

Job Description

Job Description

Deliver effective second and third level technical support to a senior customer base, acting as the single point of contact to drive end-user technology issues to resolution across Microsoft Office 365, operating systems, subsystems and related products.

Key deliverables include advanced troubleshooting and resolution of standard to highly complex technical issues; accurate incident logging, tracking and escalation; closed-loop customer communication; creation and maintenance of support documentation and known-error records; mentoring of End User Support staff; user training on hardware and software; and collaboration with IT and business project teams to deliver high-quality technology solutions.

Qualifications

• Type of Qualification: First Degree
• Field of Study: Information Technology or related field
• Licenses & Certifications: Apple Certified Mac Technician (ACMT), CompTIA A+ Certification, ITIL Foundations v3, MCDST – Microsoft Certified Desktop Support Technician, Microsoft IT Professional (MCITP)

Experience Required

• 5-7 years
• Solid experience in advanced support role within large/medium size organisation.
• Experience in AD Account Management and the Service Desk within large/medium size organisation.

Behavioural Competencies:

• Articulating Information
• Following Procedures
• Producing Output
• Providing Insights
• Team Working
• Understanding People
• Upholding Standards

Technical Competencies:

• Application Knowledge for Support
• Identity and Security Compliance
• Incident and Problem Management
• IT Knowledge
• IT Systems
• Service Level Management
• Stakeholder Management 
• Technical Analysis
• Trouble Shooting
• Written Communication