IT Helpdesk Support Officer

Title: IT Helpdesk Support Officer

Industry: IT Services & Software Solutions

Gross Monthly Pay: Kshs. 50,000

Primary Work Site: Nairobi

Organizational Goal

Our client, a specialized provider of software solutions for the SME sector, is looking for an empathetic and technically agile IT Helpdesk Support Officer. In this role, you will be the face of the technical department, acting as the frontline resolver for all user challenges. The mission is to provide immediate, high-quality troubleshooting that minimizes downtime for our clients. We are looking for an individual who combines basic technical knowledge with a passion for service excellence, ensuring that every interaction leaves the user confident and supported.

Functional Responsibilities

Frontline Support & Ticket Management

• Serve as the initial touchpoint for all technical inquiries received via phone, email, and the internal ticketing platform.

• Accurately log, categorize, and track every support request to ensure no user issue is overlooked.

• Resolve common software-related glitches and basic system errors by following established procedures and knowledge base documentation.

• Provide clear, step-by-step guidance to users to help them navigate software features or resolve minor technical hurdles.

Escalation & Service Quality

• Monitor and adhere to Service Level Agreements (SLAs) to ensure timely resolution of all reported incidents.

• Identify complex or recurring technical problems and escalate them to the second-line technical team with detailed documentation of initial findings.

• Follow up with users after a resolution is reached to verify that the service provided met their expectations.

• Maintain a professional and calm demeanor, even when dealing with high-pressure situations or frustrated users.

Process Documentation & Continuous Learning

• Contribute to the internal FAQ database and support documentation to improve the speed of future troubleshooting.

• Stay updated on the company’s evolving software suite to provide accurate advice to end-users.

• Collaborate with the broader IT team to identify trends in user issues that may require a systemic fix.

Candidate Profile

Academic & Professional Background

• Education: Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.

• Experience: Prior experience in a helpdesk, call center, or technical support environment is highly advantageous.

• Certifications: Professional credentials in IT support or customer service are viewed as a plus.

Essential Technical Skills

• System Knowledge: Basic understanding of various operating systems, common software applications, and IT networking concepts.

• Digital Literacy: Proficiency in using modern ticketing systems, email clients, and standard office productivity tools.

• Analytical Ability: A systematic approach to troubleshooting and the ability to listen intently to user descriptions of technical problems.

Soft Skills & Working Style

• Communication: Exceptional verbal and written skills with a focus on empathy and clarity.

• Resilience: Ability to manage multiple requests simultaneously in a fast-paced environment.

• Flexibility: Willingness to work in a shift-based system, which may include evenings or weekends, as required by client needs.

If you are ready to launch your career in a dynamic IT environment, please submit your CV quoting the job title in the email subject (IT Helpdesk Support Officer) before 1st May 2026.