Marlon Ochieng Email & Phone Number

Nairobi County, Kenya

- Provide direct support to users through all all approved communication channels- Set up and Configuration of Hardware and software- Review diagnostics and assess the functionality and efficiency of systems- Diagnosing connectivity or data access problems and fix the issues if any- Installing and maintaining computer hardware and other IT equipment - Assisting users access shared drives and devices- Monitor security certificates and company compliance of requirements- Monitoring the performance of IT systems, identifying areas of improvement and implementing measures to optimize performance - AD DS support

Nairobi County, Kenya

- Provide direct support to users across the organization on call or in person- Set up and Configuration of Hardware and software- Review diagnostics and assess the functionality and efficiency of systems- Diagnosing connectivity or data access problems and fix the issues if any- Installing and maintaining computer hardware, peripherals and other IT equipment - Assisting users access shared drives and devices- Monitor security certificates and company compliance of requirements- Monitoring the performance of IT systems, Identifying areas of improvement and implementing measures to optimize performance - Anticipate and report the cost of replacing or updating computer items

Nairobi, Kenya

- Manage large amounts of incoming phone calls (80-180) per day- Open, update and maintain customer accounts as per the set SOPs.- Identify and assess customers' needs to achieve satisfaction.- Basic and Complex troubleshooting to find and resolve issues affecting the customers.- Provide accurate, valid and complete information by using the right methods/tools- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up, if need be, to ensure resolution- Keep records of customer interactions, process customer accounts and file documents if need be- Ensure CSAT is achieved and all set KPIs are met.