1st Line IT Helpdesk Support - Jobs in Kenya

1st Line IT Helpdesk Support - Jobs in Kenya

Job Vacancy: 1st Line IT Helpdesk Support

Department: IT

Location: Kenya

Hours: Initially 0900 – 1730 – Shifts maybe introduced to cover Global reach. Out of Hour support will be expected

The department: The IT department is responsible for supporting and maintaining the company’s IT systems and for providing cost efficient desktop support to all business users.

The department is responsible for resolving IT-related faults quickly and efficiently, including a broad range of queries from how to set up an email account to system diagnostics.

The role is also expected to contribute to enhancing and developing the existing IT operating procedures.

The position

The 1st Line Helpdesk Support will provide effective IT assistance across all aspects of the business.

While the position is responsible for triage of tickets, supporting and maintaining the Desktop operating systems and general maintenance of all IT related hardware/software, the role will be predominately focused on supporting our internal software solutions.

This will include the Airline Booking system, working closely with the internal Software Development team, resolving issues in person, over the phone, or via remote connectivity.

The role is varied and requires a real team player who is self-motivated, has the ability to manage their time efficiently and prioritise or escalate technical issues to ensure a prompt closure.

The position also provides exposure to a broad range of IT related projects and activities and providing support to external customers for HAE’s internal IT supplier (FOXITC).

Role Dimensions:

Working as part of the IT Support Team the position holder will support Windows, have a working knowledge of supporting technical Infrastructures, and support & assist the evolution of the existing platforms.

The role requires the individual to have the willingness to want to aid in supporting all aspects of the IT service offering, both in the office, working from home and on site with customers.

Key Responsibilities

Daily monitoring of the HAE IT Helpdesk support call logging system.

Incident management

Provide solution(s)/work around(s) to incidents.

Providing 1st line technical support, responding to support requests across all Group Entities.

Prioritising and managing multiple open incidents at one time

To maintain a high degree of customer service when responding to support issues.

To take ownership of support issues and seek closure ensuring all relevant support procedures are followed.

Escalation of more complex tickets to the relevant support team member.

Support installation, configuration and deployment of new and existing hardware in line with defined procedures

Installation configuration and

deployment of new and existing software in line with defined procedures

Monthly reporting of key support issues and trends identified in the Helpdesk.

Participation in an out of hours support.

Willingness to work additional hours to resolve business critical issues.

Troubleshoot desktop and system problems.

Diagnose and solve hardware/software Incidents/problems.


Skills, Knowledge and Experience:

The ideal candidate would have a high level of customer service experience and ideally, past experience working in a helpdesk environment.

Training will be given where appropriate

High Standard of Incident and Problem management

Past experience using helpdesk applications

Experience with re-setting accounts, resolving VPN, email and technical infrastructure issues

A good understanding of PC hardware

An understanding of server environments, networking & routing and Active Directory would be an advantage but not essential.

Exceptional Customer Service

Willingness to travel to other company locations

Excellent troubleshooting and problem-solving skills

Technical Skill Requirements

Knowledge of Linux based Operating Systems and advantage

Knowledge of Amazon Web Services

C Sharp coding language experience an advantage

Experience with Microsoft Azure platforms

Experience with Microsoft Office 365

Personal Characteristics

A passion for customer service

Personal resilience and skilled at working in challenging and frustrating situations

High emotional intelligence with good self-awareness

Able to adapt own approach and style to the situation.

An ability to use their initiative when the situation calls for it

A flexible approach and an ability to change direction with minimum disruption/impact on others.

Time management – is proficient in planning, organising and managing their workload to maximise their efficiency.

Active Listening – identifies the key elements of others’ communications and gathers further relevant information

through effective questioning, listening and summarising.

Detail Handling – pays attention to detail and accuracy, ensures that activities and tasks are handled correctly and completed on time.

An individual who has high levels of self-awareness and can deliver results with conviction and passion.

A team player and communicator who engages their peers to drive for continuous improvement


How to Apply

Applications should be emailed to: brian.virgo@haegroup.com & ian@foxitc.co.uk no later than Friday 29th July 2022


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