Help Desk Support Assistant at Stima Sacco

Help Desk Support Assistant at Stima Sacco – Stima Sacco Kenya Job Details

About the Role

Stima Sacco is recruiting a Help Desk Support Assistant to join its ICT support team in Nairobi. Reporting to the Systems Administrator Team Lead, you will serve as the first point of contact for end-users experiencing technical difficulties. This full-time position is central to the organisation’s IT operations, handling the identification, logging, and tracking of user problems while ensuring timely resolution and appropriate escalation of complex issues.

Founded in 1974, Stima Sacco has evolved from serving employees of the East African Power & Lighting Company to drawing membership from employed professionals across multiple sectors, business groups, and corporate entities. The organisation remains committed to providing members with secure savings facilities, accessible credit facilities, and competitive returns. As a Help Desk Support Assistant at Stima Sacco, you will be instrumental in maintaining the reliability and performance of the organisation’s core banking and business systems.

Key Responsibilities

• Deliver first-line technical support to end-users, resolving ICT service requests and incidents within agreed timeframes.
• Log, track, and manage support tickets through the Service Desk system in accordance with ITIL best practices.
• Diagnose and resolve technical issues affecting computers, printers, peripherals, and network connectivity across the organisation.
• Support and maintain operations of the Core Banking System and Microsoft Dynamics 365 Business Central, escalating advanced problems to senior technical staff as required.
• Create and maintain detailed records of incidents, problems, and their resolutions to meet audit and regulatory compliance standards.
• Work collaboratively with other ICT team members to ensure continuous system operations and effective knowledge sharing.
• Conduct user training and provide guidance on system usage, application features, and security best practices.
• Monitor ICT systems on an ongoing basis to identify and address potential issues before they disrupt business operations.

Requirements & Qualifications

• Bachelor’s degree in Computer Science or Information Technology, or a Diploma in ICT, with a minimum of three years of relevant professional experience.
• Relevant industry certifications such as ITIL Foundation, CompTIA A+, CompTIA Network+, LPIC-1, or CCNA.
• A minimum of three years of hands-on experience working in an ICT support or helpdesk environment.
• Practical knowledge of Service Desk ticketing systems such as ManageEngine ServiceDesk Plus or equivalent platforms.
• Demonstrated working knowledge of Core Banking System operations and architecture.
• Working familiarity with Microsoft Dynamics 365 Business Central (preferred but not essential).
• Proven technical competency and demonstrated ability to master new technologies and tools quickly.
• Strong written and verbal communication skills with an ability to work effectively within a team environment.

What to Expect

• You will work within a structured ICT support environment where ticket management and ITIL processes form the foundation of daily operations.
• The role offers exposure to core banking systems and business applications used across the organisation, providing scope for technical skill development.
• This Help Desk Support Assistant at Stima Sacco position in Nairobi is open to qualified candidates. Click Apply below to submit your application by the closing date of 9 July 2026.