Service Desk Analyst

Overview:

The role is new and comes from growth in our client base. We want someone who stays calm with frustrated users and keeps good notes in the ticket. This role is fully remote within Kenya.

In this role you will:

• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Track hardware inventory and warranty status in the asset system.
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf.
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint.

What we're looking for:

• 0-2 years of help desk or desktop support experience.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.
• Customer service skills and patience with non-technical users.
• Experience with Active Directory user and group management.

Bonus points:

• ITIL 4 Foundation.

Schedule: Weekdays, 7:00 AM to 3:30 PM

What you get:

• Medical cover.
• Pension contribution.
• Annual leave.
• Stock options.
• 13th month salary.

A bit about us:

Started by a former school district network admin in 2018, the business has grown almost entirely through referrals. Every tech does a bit of everything, from printer jams to firewall rules.

Let us know your current notice period and salary expectations.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Pwani Computer Services.