Junior Help Desk Analyst

About the role

We are seeking a Junior Help Desk Analyst to join our IT team in Nairobi. You will provide both on‑site and remote technical support, ensuring that hardware, software, and IT services run smoothly across the organization. The role is a key point of contact for users, delivering fast and friendly assistance.

Key responsibilities

• Deliver on‑site and remote support for hardware, software, and IT infrastructure.
• Install, configure, and maintain Windows OS, drivers, Office 365, VPNs, VoIP, and endpoint management tools.
• Prepare and deploy computers with security configurations such as BitLocker and EDR.
• Troubleshoot hardware, software, network, peripheral, and connectivity issues.
• Diagnose network incidents using monitoring tools and the OSI model.
• Maintain accurate IT asset records and inventory.
• Support workstation moves, installations, and equipment deployments.
• Log, track, and resolve incidents through the ITSM platform.
• Serve as the primary IT contact for assigned branches or departments.
• Provide remote assistance via chat, phone, or approved channels.
• Collaborate with other IT teams to improve service delivery.

Required profile

• Experience in a Help Desk, Service Desk, or IT Support environment.
• Strong customer‑service orientation and excellent communication skills.
• Ability to work independently, manage multiple priorities, and pay close attention to detail.
• Team player with a proactive mindset.

Required skills

• Windows operating systems
• Office 365
• Networking fundamentals, VPNs, VoIP
• Computer imaging and deployment tools
• Endpoint management solutions
• IT asset management and inventory control
• BitLocker encryption
• Endpoint Detection & Response (EDR)
• .NET Framework
• Java installation/configuration
• OSI model troubleshooting
• ITSM ticketing systems