IT Helpdesk & Systems Support Featured job

Posted time March 14, 2025 Location Nairobi Job type Full-time
  • Experience: 3+ Years

Job Summary:

The IT Helpdesk & Systems Support role is responsible for providing technical assistance, troubleshooting, and maintenance support for hardware, software, and network systems within the organization.

This position ensures that end-users receive effective technical support and system issues are resolved promptly to maintain business continuity.

Key Responsibilities:

Helpdesk Support:

  1. Provide first-level technical support to users via phone, email, and in-person.
  2. Log, track, and resolve IT support tickets within defined SLA timelines.
  3. Diagnose and troubleshoot hardware, software, and network-related issues.
  4. Escalate complex technical issues to higher-level IT support teams when necessary.
  5. Guide users on best practices for IT systems and security policies.

Systems Support & Maintenance:

  1. Install, configure, and maintain workstations, printers, and peripheral devices.
  2. Support software applications, including installation, updates, and troubleshooting.
  3. Assist in managing Active Directory, email systems, and other enterprise applications.
  4. Monitor system performance and ensure data integrity and backups.
  5. Maintain an asset inventory of IT hardware and software.

Network & Security Support:

  1. Troubleshoot basic network connectivity issues and escalate to network engineers if needed.
  2. Assist in maintaining network security through firewall configurations, antivirus updates, and patch management.
  3. Enforce IT security policies, ensuring compliance with organizational and industry standards.

Documentation & Reporting:

  1. Document common issues and solutions to build a knowledge base.
  2. Generate periodic reports on helpdesk performance and issue resolution statistics.
  3. Provide feedback and recommendations for continuous IT service improvement.

Key Performance Indicators (KPIs):

Helpdesk Efficiency:

  • Average Resolution Time: Percentage of IT issues resolved within SLA timelines.
  • First Call Resolution Rate: Number of support tickets resolved without escalation.
  • Ticket Closure Rate: Percentage of tickets closed within a specific timeframe.
  • User Satisfaction Score: Based on surveys and feedback from employees.

System & Network Performance:

  • System Uptime Percentage: Ensuring minimal downtime for key IT systems.
  • Security Compliance Rate: Adherence to IT security policies and patch management.
  • Hardware & Software Asset Accuracy: Maintaining up-to-date asset inventories.

Documentation & Reporting:

  • Knowledge Base Contribution: Number of new or updated IT knowledge base articles.
  • IT Support Report Timeliness: Timely submission of IT support reports.

Qualifications & Skills:

Educational Requirements:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • Relevant IT certifications (e.g., ITIL, CompTIA A+, Microsoft Certified) are a plus.

Technical Skills:

  • Proficiency in Windows and macOS operating systems.
  • Experience with IT service management (ITSM) tools.
  • Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
  • Experience with Microsoft 365, Active Directory, and enterprise applications.

Soft Skills:

  • Strong problem-solving and analytical skills.
  • Excellent communication and customer service skills.
  • Ability to work independently and collaboratively in a team.
  • Attention to detail and ability to document processes effectively.