The Role:
The Digital Workplace Analyst (DWA) is responsible to deliver the best digital workplace experience to staff. S/he is responsible for areas like communication, collaboration, mobility, productivity workplace applications and workplace innovations to enable staff to perform in a modern and engaging workplace where technology makes the difference. This is an entry level position and the scope is Nairobi
The staff will serve as a user liaison, providing guidance on business usage, and communications for the digital workplace product suite. They respond to requests for IT support, logging problems, generating tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise.
The DWA works closely with the user community and the IT teams especially with the DWAs in the field offices to continually improve the digital dexterity of the users, and in turn, grow their tech-savviness in the usage of IT solutions in their daily roles at the workplace. They are the change champions for utilization of IT tools and systems
Key Responsibilities:
Digital Workplace Support
Provide support to develop, implement, operate and maintain End User Digital Technologies.
Facilitates and provides input to the design/development process.
Translate stakeholder business objectives and drivers to identify digital workspace opportunities and establish appropriate solutions
Support development of customer satisfaction levels and ensure they are achieved through established metrics against SLAs.
Establish definition and implementation of virtual, physical and mobile digital workspace solutions. Develop and establish the digital workplace environment
Make recommendations in the adoption, and innovative use of digital IT workspace technologies to improve business and teaching/learning processes, communication and collaboration
Service Desk
First point of contact and day-to-day technical support to end users - in Nairobi. Triage, resolve or escalate reported incidents and problems.
Generates activity and status reports.
Provides the user access service.
Research on trouble issues which affect multiple clients.
Reviews checklists and scripts.
Works with vendor technical support personnel on solutions for clients.
Provides responsive support for problems found during normal working hours as well as outside normal working hours.
Client Technology & Technical Support
Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners in Nairobi.
Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
Coordinate and maintain regular communication with warranty and service providers to ensure timely servicing and maintenance of office equipment, including printers and other IT assets
Provides on-going support of client technology.
Ensures that all technical resources are available for meetings that include video conferencing.
Diagnoses and resolves client workstation and mobile device hardware and software issues.
Provide technical support on enterprise IT services and personal productivity tools (Finance, HRIS, SCM solutions, O365 messaging & collaboration, Zoom, OneDrive etc).
Customer Experience Management
Develop customer experience journey mapping
Develop, review, measure and report customer experience metrics (Net Promoter Score)
Support the process of closing customer feedback loop for Continuous Service Improvement
Lead the continuous improvement of digital IT workspace service improvements and offerings to end users via proactive measurement, evaluation and ideation.
Conduct regular customer experience and satisfaction surveys
Training, Learning & Development
Works with the DWS to coordinate the process of conducting training needs assessment
Provides documentation, training, and guidance for IT clients
Establish training content (webinar/documents/video) and facilitates online and onsite training for all deployed client solutions.
Vendor Management
Supervise on site preventative maintenance of infrastructure in Nairobi
Coordinate technician's travels to the field for any equipment maintenance in the field offices for Nairobi based vendors
Monitors services provided by vendors to ensure service levels meet requirements.
Evaluates vendor solutions to ensure compliance with requirements and cost-effectiveness at the digital workplace.
Engages the hardware vendors on issues to remedy issues or escalates for support including warranty support.
May resolve invoice discrepancies.
Coordinate with Supply chain and DWA's in field on dispatch of ICT assets going to the different regions in the field
Work with the vendor to resolve the infrastructure challenges
Educational and Experience Required
Bachelor's degree in computer science, Information Technology, BBIT, Electrical and Electronic Engineer or other related specialized training, or equivalent work experience.
Technical certification in one or more IT disciplines or technology (Microsoft, ITIL v4, GVF etc)
At least 1 years' work experience in operation of enterprise IT networks
Minimum 3 years' experience in a similar role with advanced network, cloud and/or systems related vendor certifications.
Extensive experience with Windows 11, MAC OSX desktop platforms and Android and IOS mobile platforms.
Proficient in MS Office (Word, Excel, PowerPoint) and other business tools such as Zoom and Microsoft Teams
Proficient with SharePoint Online, MS Teams, MS Stream, Power Platform
Exceptional analytic and troubleshooting skills for solving problems
Good customer service skills and experience
Ability to relate technical issue to a largely non-technical audience
Effective in written and verbal communication in English
Strong ability to work as part of a team and coordinate with all staff
Good problem solving and analytical skills
Able to work under tight deadline and cope with pressure
Knowledge of configuring and administering Microsoft SharePoint using Central Administration and PowerShell.