Vacancy title:
Customer Liaison, Technology Help Desk

Jobs at:
Inkomoko Entrepreneur Development

Deadline of this Job:
5th January 2019

Duty Station:
Kigali, Rwanda

Summary
Date Posted: 6th December 2018 , Base Salary: Not Disclosed , Employment Type: Full-Time

About the Company

JOB DETAILS:

Inkomoko is a business consulting firm that works with micro, small, and medium enterprises in Rwanda to develop powerful strategies to increase their profits and help them grow. Inkomoko offers trusted advisors, practical services, technology tools, and affordable capital focused on increasing sales, improving operational efficiency, and managing finances. Founded in 2012, Inkomoko identifies entrepreneurs in Rwanda and provides services to help them grow their businesses and create jobs for others.

Job Title: SNHU Customer Liaison, Technology Help Desk

Summary

The role of Customer Liaison is the foundation of the Technology Help Desk’s service model. Through established policies and procedures, a Customer Liaison resolves Help Desk Cases for the benefit of Students, Staff, and Faculty across business units. Customer Liaisons are trained to utilize various skillsets within the Technology Help Desk organization including Media Services, Field Services and the Contact Center.

The Customer Liaison has the responsibility to support technology services onsite and remotely. This involves onsite, telephone and chat support for the SNHU computing environment including hardware, operating system, SNHU internal applications, and online tools including mySNHU. Help Desk Cases will be prioritized and resolved in accordance with service level agreement goals.

Key Responsibilities

• Perform initial triage of all calls/requests/chats/online forms/walk-ins submitted to the Technology Help Desk
  
• Provide analysis, problem resolution and emergency support of Business Applications.
  
• Visit Continuing Education Centers to provide onsite training and support.
  
• Maintain proficiency in the field of expertise by remaining knowledgeable and current with hardware and software by attending product demonstrations, trade shows, and by reading publications.
  
• Maintain an in-depth knowledge of PC or Mac software (especially Apple and Microsoft products) and related use on the SNHU network.
  
• Have knowledge of Colleague applications to provide assistance when needed.
  
• Install and configure PC components including network connections and printers.
  
• Maintain the integrity of and accuracy in the ITS asset database.
  
• Act as the technical support liaison between the University Community and the Information Technology Solutions team.
  
• Enter initial Help Desk Cases into Microsoft Dynamics CRM according to assigned procedures
  
• Assign priority levels to Help Desk Cases and assign Help Desk Cases to appropriate person or department for resolution or resolved on own according to service level goals.
  
• Staff events as necessary, which may occur outside of normal business hours, in order to provide IT and audio/visual support.
  
• Perform basic account maintenance tasks via Active Directory, including password resets, account verification, and group changes as training has detailed.
  
• Provide Desktop support including installing hardware and software, troubleshooting problems, upgrading hardware and software as trained.
  
• Troubleshoot a wide range of problems for PCs, Macs, printers, email, internet, wireless, viruses, spyware, games, Blackboard, telephone and voicemail.
  
• Install operating systems, anti-virus software and spyware, and Microsoft and SNHU proprietary applications as trained.
  
• Notify manager and Director of widespread outages following outage procedures as documented.
  
• Work on projects, documentation, quality checks, relocations or new hire onboarding as trained.
  
• Assist other Information Technology Solutions (ITS) support groups as needed, in order to restore services or increase job knowledge.
  

Skills

• Knowledge of Information Technology terms and industry language
  
• Strong Microsoft Office skills including Word, Outlook, PowerPoint, Excel,
  
• Ability to maintain the confidentiality of all documents and information
  
• Highly structured and organized, flexible, and adaptable to varying work
  
• Excellent written and oral communication skills.
  
• Excellent interpersonal skills.
  
• Keen attention to details.
  

Experience Preferred

• 1 – 2 years in a technical field
  
• Service management
  

Education Requirements

Bachelor’s Degree

Organizational Cultural Qualifications

Inkomoko’s core beliefs and values enable us to achieve our vision and mission. Our employees embody the key tenants of the company’s culture.

In addition to the skills above, all candidates must demonstrate our core values:

• Purpose: be solutions-oriented and produce high-quality work and be a global leader.
  
• Achievement: push yourself to reach beyond what you think is possible.
  
• Improvement: Be humble and committed to continuous learning and growing. Improve through giving and receiving open and accurate feedback
  
• Bravery: willing to take risks and create a safe space for others to take risks. Be compassionate and inclusive.
  
• Turikumwe (We are together): Take time to appreciate colleagues, celebrate success, and hold each other up in hard times. We eat goat.
  

About Inkomoko Entrepreneur Development:

Inkomoko is a business consulting firm that works with micro, small, and medium enterprises in Rwanda to develop powerful strategies to increase their profits, help them grow, and create jobs. Founded in 2012, Inkomoko identifies Rwandan and refugee entrepreneurs.

Inkomoko partners with Southern New Hampshire University (SNHU) to offer online education degrees to refugees in Rwanda. Since SNHU uses an online platform, it is essential that SNHU provides customers with the best user experience. The SNHU Customer Liaison, Technology Help Desk position is a critical part of SNHU’s work in Rwanda.