Help Desk Support Assistant
Posted:
Company Details
Name:Stima Sacco
Industry:
Banking
Website:
https://www.stima-sacco.com/
Description:
Stima Sacco was established in 1974 to serve employees of the then East African Power & Lighting Company, but currently draws members from individuals in employment from all sectors, business persons’ groups, and corporates. The objective was and has been to provide members with a haven for savings,…
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Job Details
Job Type:
Full Time
Workplace Type:
On-site
Qualification:
Diploma
Job Experience:
Mandatory
Job Location:
Nairobi County, Kenya
Closing Date:
Undisclosed
Salary:
KES Unspecified / month
Other Pay:
Benefits
Job Category:
Telecommunications
Job Description
Help Desk Support Assistant
Reporting to: Systems Administrator Team Lead
The Help Desk Support Assistant will serve as the first line of defense in addressing and resolving user problems and inquiries. This role acts as the central point where most business user issues are identified, logged, and tracked, ensuring timely support and effective escalation when necessary.
Key Responsibilities
- Provide first-line technical support to end-users, ensuring timely resolution of ICT service requests and incidents.
- Log, track, and manage tickets through the Service Desk system in line with ITIL best practices.
- Troubleshoot and resolve issues related to computers, printers, peripherals, and network connectivity.
- Support and maintain Core Banking System operations and Microsoft Dynamics 365 Business Central, escalating complex issues as required.
- Maintain accurate documentation of incidents, problems, and resolutions to support audit and compliance requirements.
- Collaborate with ICT team members to ensure smooth operations and effective knowledge sharing.
- Provide user training and guidance on ICT systems, applications, and security practices.
- Monitor ICT systems proactively to identify and resolve potential issues before they impact operations.
Qualifications
Education
- Bachelor’s degree in Computer Science/Information Technology, or Diploma in ICT with at least 3 years’ relevant experience.
Certifications
- Relevant certifications such as ITIL, CompTIA A+/N+, LPIC-1, or CCNA.
Experience
- Minimum 3 years’ experience in an ICT support or helpdesk role.
- Working knowledge of Service Desk systems (e.g., ManageEngine ServiceDesk Plus, or equivalent).
- Working knowledge of a Core Banking System is required.
- Working knowledge of Microsoft Dynamics 365 Business Central will be an added advantage.
Skills & Competencies
- Demonstrated technical proficiency and willingness to learn new technologies.
- Strong communication and interpersonal skills with a focus on teamwork.
- Practical experience in troubleshooting computers, printers, and network operations.
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Contact Information
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