About Company
Are you ready to jumpstart your career in IT support? Career.zycto is a leading recruitment partner committed to placing skilled professionals in dynamic roles where their expertise can truly shine. We pride ourselves on understanding both client needs and candidate aspirations, creating perfect matches that drive success. For an IT Service Desk Analyst, joining a company through Career.zycto means entering a supportive ecosystem designed for learning, development, and making a tangible impact from day one. We champion careers that build futures.
Job Description
Career.zycto is seeking a highly motivated and technically adept IT Service Desk Analyst to join our client’s dynamic team in Embakasi, Nairobi. This immediate start, full-time position is ideal for an individual passionate about providing exceptional technical support and ensuring seamless IT operations. As the first point of contact for all IT-related inquiries, you will play a crucial role in diagnosing, troubleshooting, and resolving hardware, software, and network issues for end-users. We are looking for someone with a strong customer service orientation, excellent problem-solving skills, and the ability to thrive in a fast-paced environment. You will be instrumental in maintaining system uptime, enhancing user productivity, and contributing to the overall efficiency of our client’s operational infrastructure. This role offers an exciting opportunity to gain hands-on experience and grow your career within a supportive technology landscape.
Key Responsibilities
- Provide first-line technical support to end-users via phone, email, and chat for hardware, software, and network issues.
- Diagnose, troubleshoot, and resolve technical problems efficiently, escalating complex issues to second-line support when necessary.
- Perform remote desktop support, software installations, and configurations for various applications and operating systems.
- Manage user accounts, passwords, and access permissions in Active Directory and other relevant identity management systems.
- Document all support interactions, resolutions, and contribute to knowledge base articles accurately and thoroughly in the ticketing system.
- Monitor system performance and proactively identify potential issues to ensure optimal functionality and minimize downtime.
- Assist with IT equipment provisioning and deprovisioning for employee onboarding and offboarding processes.
- Educate users on best practices for IT security, data protection, and efficient technology use.
- Participate in IT projects as needed, contributing to system improvements, upgrades, and migrations.
Required Skills
- Proven experience (1+ year) in an IT Service Desk or Technical Support role.
- Strong knowledge of Windows operating systems (Windows 10/11) and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Teams).
- Familiarity with Active Directory for user and group management.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP) and Wi-Fi troubleshooting.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management).
- Excellent communication skills, both written and verbal, with a customer-centric approach.
- Strong problem-solving abilities and keen attention to detail.
- Ability to work independently and collaboratively as part of a dynamic team in a fast-paced environment.
Preferred Qualifications
- Diploma or Degree in Information Technology, Computer Science, or a related field.
- Relevant industry certifications such as CompTIA A+, Network+, or ITIL Foundation.
- Experience with macOS and common Apple applications.
- Familiarity with cloud platforms (e.g., Microsoft 365, Google Workspace).
- Basic knowledge of hardware repair and maintenance procedures.
Perks & Benefits
- Competitive monthly salary.
- Comprehensive health benefits package.
- Opportunities for continuous professional development and industry certifications.
- Dynamic and supportive work environment.
- Access to cutting-edge technology and modern IT tools.
- Clear career growth pathways within the IT sector.
- Regular team-building activities and social events.
How to Apply
To apply for this exciting opportunity, please click on the application link below. Ensure your resume highlights your relevant experience and technical skills. We look forward to reviewing your application and potentially welcoming you to the team!
