IT Service Desk Analyst

About the role

A&O IT Group is building a dedicated service desk team in Nairobi for a large UK organisation. You will be the first point of contact for users whose work is blocked by technology, whether in an office or in the field, and your goal is to get them working again on the first call. The position is office-based, permanent and full-time, with rotating shifts covering UK business hours (10:00 to midnight on weekdays, 11:00 to 1:00 in UK winter, and daytime shifts at weekends), and transport home after late shifts.

Key responsibilities

• Answer calls, portal requests and emails from UK users and resolve as many as possible while they are still on the line
• Fix everyday issues such as passwords, locked accounts, multi-factor authentication, Microsoft 365, mobile devices and the client's business applications
• Log every contact clearly in the service management platform so the next person can continue without repeating information
• Hand over unresolved cases to the right team with a diagnosis already done
• Work alongside automation that sorts tickets and suggests fixes, checking its proposals before acting
• Keep knowledge articles accurate and write new ones when gaps appear

Required profile

• At least one year in an IT service desk or technical support role answering users by phone
• Excellent spoken and written English; a recognised English test is part of the process, with CEFR B2 as a minimum
• Calm, patient phone manner, especially with frustrated or hurried callers
• Right to work in Kenya; offers are subject to references, a certificate of good conduct and qualification verification

Required skills

• Windows, Microsoft 365 and account management, including password resets and multi-factor authentication
• Ticket logging in a service management tool
• Nice to have: ServiceNow or Freshservice, contact centre experience (ideally on Cisco telephony), ITIL 4 Foundation, mobile device management such as Microsoft Intune, and experience supporting UK or international users

What we offer

• Competitive monthly salary
• Medical cover
• Structured training on the client's systems and paid certification, starting with ITIL 4 Foundation for those who do not hold it
• Modern service desk with the tools and automation needed to do the job properly