IT Service Desk Analyst at Janta Kenya

Key Responsibilities

• Act as the first point of contact for IT support across the business.
• Log, prioritise, and resolve incidents and service requests using ITSM tools (e.g., JIRA/ServiceNow).
• Manage the full incident lifecycle, including escalation, communication, and resolution within SLAs.
• Support change management processes, including impact assessments, user communications, and post-implementation reviews.
• Maintain and update IT knowledge base, FAQs, and support documentation.
• Collaborate with technical teams to resolve complex issues with minimal disruption to users.
• Provide user training and conduct knowledge-sharing sessions to reduce recurring incidents.
• Generate reports on SLA performance, analyse trends, and recommend improvements.

Qualifications & Skills

Required

• Bachelor’s degree in IT, Computer Science, or a related field.
• Minimum 5 years’ experience in a service desk/helpdesk/end-user support role.
• ITIL v4 Foundation certification (mandatory).
• Hands-on experience with Windows/macOS, Microsoft 365, Active Directory, and ITSM tools.

Preferred

• Familiarity with networking and endpoint security concepts.
• Exposure to Agile/Scrum methodologies.
• Certifications in Linux, Networking, Cloud, or Project Management are a plus.

Soft Skills

• Strong customer focus and ability to explain technical issues in simple terms.
• Analytical problem-solving and ability to work under pressure.
• Excellent teamwork, communication, and stakeholder engagement.
• Professionalism and resilience in handling high-pressure incidents.