IT Analyst at TechnoServe Kenya

Job Summary:

The IT Analyst will assist the Senior Director of Global ICT to manage the day-to-day operations in TechnoServe African field offices. The Analyst will support the local African office IT support staff as they manage computing infrastructure in the African field offices. The Analyst will monitor the helpdesk queue and help manage account access and password resets. The Analyst will respond to Helpdesk Tickets as they are assigned, discern the nature of technical problems, and determine escalation paths of all technical issues. The Analyst will also assist in maintaining\updating the African field office IT procedures and hardware inventories.

Primary Functions and Responsibilities:

•  Monitoring Helpdesk queue
•  Troubleshoot and resolve tickets at first contact focusing on India and African requests
•  Incident Management; from detection and documenting to closure
•  Collaborate and support Africa IT support staff in their management of IT infrastructure of African field offices
•  Assist IT field support staff to troubleshoot\solve technical employee issues in the office such as printers, Wi-Fi, hardware, phones
•  Assist the African IT support staff in their implementation of all IT policies and procedures
•  Other tasks as assigned by the Senior Director, Global ICT

Basic Requirements:

•  Bachelor's degree and 5 years experience in IT Office Support dBZSYkd CWiLJy
•  Helpdesk and/or Customer Service Experience
•  Proficiency with Microsoft, MAC, and Chrome Operating Systems
•  Familiarity with Printer Setup, Wireless Routers, Software & Hardware Troubleshooting

Preferred Requirements:

•  French language proficiency strongly preferred
•  Familiarity with Google Workspace and Okta a plus
•  Windows Networking, Active Directory, Server Management, and Experience a plus

Knowledge, Skills & Abilities:

•  Ability to Learn and Adapt Quickly
•  Excellent Oral & Written Communication skills
•  Highly Organized, Strong Work Ethic and Attention to Detail
•  Ability to Work Independently and Enthusiastic Self-starter
•  Interest in a Career in IT