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Madison Insurance Group
IT Service Desk Analyst
Nairobi • Kenya
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Madison Insurance GroupProfession (Banking, microfinance, insurance)
Industry (Information technology, software development, data)
Seniority (Information technology, software development, data, Banking, microfinance, insurance)
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Madison Insurance Group
Banking + 2 more
Description
Requisite Qualifications
Qualified candidates are expected to possess the following;
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
- Minimum of 2-4 years of experience in IT support or service desk environment
- Professional certifications such as ITIL Foundation Certification, CompTIA A+, Network+, Microsoft certifications, or related certifications will be an added advantage.
- Basic networking knowledge including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi troubleshooting, and VPN connectivity.
- Good understanding of Microsoft Windows Operating Systems, Microsoft Office Suite, Active Directory, remote support tools and ticketing systems.
- Understanding of cybersecurity and access control best practices.
Responsibilities
y responsibilities for the position are as hereunder:
- Serve as the Single Point of Contact for all IT-related issues and requests.
- Provide first-line technical support for incidents received through calls, emails, ticketing systems and walk-ins.
- Log, categorize, prioritize, troubleshoot and resolve incidents within agreed SLAs.
- Escalate unresolved incidents to 2nd line support teams or vendors while maintaining ownership of the incident lifecycle.
- Support Windows OS, Microsoft Office Suite, email systems, printers, VPN connectivity, network access and user accounts.
- Process and fulfil service requests including account creation, password resets, access provisioning and software installation.
- Provide remote support using approved tools and assist with installation/configuration of desktops, laptops, printers and mobile devices.
- Ensure compliance with access management policies and procedures.
- Perform basic network troubleshooting including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi and VPN connectivity.
- Maintain accurate support documentation, knowledge base articles, IT asset inventory and service records.
- Prepare and circulate IT service desk reports and performance updates.
- Work with internal teams and external vendors to ensure efficient service delivery and business continuity
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