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  • Posted: Aug 1, 2022
    Deadline: Not specified
  • Penda Health is an award-winning startup company that is transforming healthcare in East Africa by building a chain of outpatient health clinics that offer evidence-based medical care and unparalleled member experience at surprisingly affordable rates. Penda is ranked the Best Health Care Firm to work for in Kenya and the #26 Best company to work in Kenya...
    Read more about this company


    IT Service Desk Analyst

    Role Summary:

    This position offers the exciting opportunity to man the helpdesk in offering first level technical support across our entire company!  We’re looking for a self-starter who will be responsible in triaging technical requests and gathering more information relevant for escalations. The ideal candidate would have strong knowledge and experience help desk services.


    • Be the first level support for all incoming tickets and telephone calls.
    • Respond to issues raised through helpdesk tickets and support line calls within the set first response time of 15 minutes. Ensure that all issues raised have been captured in a ticket.
    • Address all level 1 support tickets and escalate to the appropriate specialists for action any tickets that cannot be addressed on level 1.
    • Analyze tickets on a regular basis and create relevant reports that would otherwise be used to improve service delivery.
    • Create and distribute learning self-help material as it may be found necessary.
    • Update the service desk KPIs dashboard and share related updates to the team on a weekly basis.
    • Configure and maintain the service desk platform as per the service desk SOPs, workflows and metrics.
    • Provide support to the other teams on projects and user training when required.


    • A diploma or higher qualification in IT or in a business-related discipline
    • A minimum of 1 years’ experience in an IT helpdesk role
    • An ITIL certification will be an added advantage.
    • Great team player with drive for results and enjoys being part of a team

    Method of Application

    Interested and qualified? Go to Penda Health on to apply

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