IT Customer Service Specialist Jobs – Nestlé


IT Customer Service Specialist Job at Nestlé

(Job Number: 160005ON)

Nestlé is the world’s leading Nutrition, Health and Wellness Company, committed to serving consumers all over the world. Our focus on responsible nutrition and promoting health and wellness is a core value, emphasizing responsibility and sustainability.

The GLOBE IS/IT Department in Nestlé Region Head office has a vacancy for the position of a Customer Service Specialist reporting directly to the Head of GLOBE IS/IT. The position will be a 1 year temporary position and will be based at the Nestlé Equatorial Africa Regional Head Office in Nairobi, Kenya.

IT Customer Service Job Purpose

  • Provide professional support to the end users by diagnosing and resolving all problems, incidents and service requests transferred to the local and Global resolution groups within the GLOBE support organisation;

IT Customer Service Job Key Responsibilities

  • Logging and or resolving/completing incidents or requests (tickets);
  • Provide first level support and escalate incidents as per the escalation process;
  • Ensure detailed explanations of user incidents and resolutions are entered into the service desk system;
  • Research, resolve, and respond to enquiries based on Global standards and the use of the Global support knowledge satabase and/or I.T. asset management database;
  • Dispatch incidents to the appropriate resolution groups, where appropriate;
  • Contribute to adding problem solutions to the knowledge database;
  • Manage and prioritise workload, based on priority and service level objectives;
  • Deliver service in an appropriate fashion with respect to priority timelines so that a relationship is maintained and strengthened in the process;
  • Identify training needs, facilitate training process for clients/users and perform induction for new users;
  • Provide feedback to management and users appropriately;
  • Explain, implement, maintain and assist in the development of IS/IT procedures;

Minimum skills and competencies for IT Customer Service Job

  • Honors degree from a recognized university in Information Technology;
  • Minimum 1 year demonstrable experience in IT service delivery and IT related issue resolution in a similar role;
  • Customer-oriented with excellent customer service skills;
  • Strong achievement focus i.e. high energy levels and commitment to end results;
  • Excellent communication skills with demonstrated clarity in written and spoken words;
  • Ability to thrive in a network organization.


   How to Apply

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