Raphael Chege Email & Phone Number

Nairobi County, Kenya

Nairobi County, Kenya

• Team Leadership: Supervise and mentor Desktop Engineers, managing performance and professional development.
• Incident Management: Oversee resolution of complex issues and analyze trends for long-term solutions.
• Service Delivery: Ensure desktop support meets SLAs and KPIs; manage ticket prioritization and task allocation.
• Process Improvement: Develop SOPs and maintain documentation for processes and knowledge bases.
• Stakeholder Communication: Act as the primary contact for support issues; collaborate with IT teams for cross-functional resolutions.
• Technical Support: Provide advanced support and serve as the escalation point for critical issues.

Kenya

• Advanced Troubleshooting: Resolve complex hardware, software, and network issues beyond initial support levels.
• Technical Support: Provide in-depth assistance and guidance to end-users and Level 1 support staff.
• System Maintenance: Perform regular updates, patches, and upgrades to ensure system stability and security.
• Incident Management: Manage and prioritize escalated incidents and service requests, ensuring timely resolution.
• Documentation: Create and maintain detailed technical documentation, including troubleshooting guides and knowledge base articles.
• Training: Mentor and train junior staff and Level 1 engineers to enhance team capabilities.

Kenya

• Provide First-Line Support: Address and resolve initial hardware and software issues reported by end-users, including troubleshooting common problems and guiding users through basic fixes.
• System Setups and Installations: Assist with the installation and configuration of operating systems, software applications, and peripheral devices.
• Basic Network Troubleshooting: Diagnose and resolve straightforward network connectivity issues, including problems with Wi-Fi and Ethernet connections.
• Respond to User Tickets: Manage and resolve service requests and incidents logged in the ticketing system, ensuring timely and effective support.
• Routine Maintenance: Perform regular maintenance tasks, such as system updates, virus scans, and disk cleanups to ensure optimal system performance.
• Technical Documentation: Document technical issues, solutions, and procedures in detail to build a knowledge base and aid in future troubleshooting efforts.

Nairobi County, Kenya

• Manage Inbound and Outbound Communications: Efficiently handle both incoming and outgoing calls, ensuring seamless communication with clients.
• Adhere to Communication Protocols: Follow established scripts and guidelines to deliver consistent and accurate information to customers.
• Engage with Customers: Foster positive interactions and maintain high levels of customer engagement throughout each call.Identify and Address Client Needs: Assess customer requirements, provide answers to inquiries.
• Promote Products and Services: Recognize opportunities to upsell and recommend relevant products or services to enhance customer satisfaction and drive sales.

Nairobi County, Kenya

• Feature Implementation: Assist in designing and implementing new features or enhancements based on project requirements and specifications.
• Code Review: Participate in code reviews, providing constructive feedback and learning from the feedback provided by more experienced team members.
• Documentation: Create and maintain documentation for code, processes, and systems to ensure clarity and facilitate future maintenance.
• Collaboration: Work closely with other developers, designers, and project managers to ensure successful project delivery and integration.
• Learning and Development: Continuously update technical skills and knowledge to stay current with industry trends and best practices.

Nairobi County, Kenya

• Ensure Brand Visibility: Monitor and implement strategies to maintain prominent brand presence and visibility in retail stores.
• Product Placement: Verify that EABL products are correctly displayed and strategically positioned in stores to maximize customer engagement and sales.
• Sales Team Support: Assist the sales team by providing product information, addressing inquiries, and coordinating store visits to boost sales efforts.
• Activation Monitoring: Track and verify the activation and compliance of company products and promotions within retail environments.
• Merchandising: Organize and manage in-store promotional materials and displays to enhance product appeal and support brand objectives.Market Feedback Collection: Gather and analyze feedback from retail partners and.
• Competitive Analysis: Monitor competitor product placements and marketing strategies to identify opportunities for improving brand positioning and visibility.

Nairobi County, Kenya

• Data Collection: Gather data from various sources including forms, surveys, and databases, ensuring accuracy and completeness.
• Data Entry and Validation: Input data into systems or databases and verify its accuracy by cross-referencing with source documents.
• Data Cleaning: Identify and correct errors or inconsistencies in datasets to maintain data integrity.
• Data Integration: Combine data from multiple sources into a unified format for analysis or reporting.
• Documentation and Reporting: Maintain detailed records of data collection processes and generate reports on data trends and findings.System Maintenance: Ensure that data capture systems and tools are functioning.
• Compliance and Security: Adhere to data protection regulations and company policies to ensure the confidentiality and security of sensitive information.