Service Desk and Site Support Analyst at Betika

  • Full Time
  • Nairobi


Role Description

This is a contract role as a Service Desk and Site Support Analyst based in Nairobi County, Kenya. In this role, you will be responsible for providing technical support services to internal customers, ensuring the smooth operation of our ICT shared services which include End User Services, Network and Voice Services, Data Centres, Security, Software and Corporate Applications and resolving any issues promptly for all designated sites.

What the role entails:

  • Ticket logging and ensuring all tickets follow right procedures
  • Communicating to users on the status of tickets following up with users to ensure full resolution
  • Onboarding and training of users as required
  • Installing and Configuring hardware, software, and networks
  • Diagnosis and troubleshooting of ICT incidents
  • Basic repairs and servicing of ICT Equipment
  • Monitoring and maintaining ICT systems and networks
  • Issuance, tracking and reporting of ICT Assets
  • Generating of required Service Desk Reports
  • Implementing approved changes to ICT Services, policies and procedures and monitoring compliance
  • Perform any other duties as assigned in a timely manner


  • Degree in Computer Science, Information Technology, or related field.
  • Certifications: EITHER MCSE/A, CCNA OR a technical certification.
  • Proficiency in MS office applications.
  • At least 2 years of relevant working experience.
  • Ability to quickly acquire and apply relevant technical knowledge.
  • Demonstrate good problem-solving skills.
  • Excellent communication & customer service skills.
  • Effectively collaborate with onsite and remote teams.
  • Demonstrated ability to work in a multicultural work environment.
  • Willingness to adapt and work in a fast-paced, ever-evolving environment.
  • Ask questions, identify areas of improvement, and confidently propose solutions.
  • Operate independently and take initiative even in ambiguous situations.
  • Embrace continuous feedback and actively take steps to continuously grow personally and professionally.

What we offer

  • A competitive remuneration package.
  • We value work-life integration.
  • Your health matters and we contribute towards your medical insurance.
  • A diverse, inclusive, and collaborative work environment.
  • Exposure to cutting-edge technologies and a chance to work with talented professionals.
  • Opportunities for career growth and development.
  • Opportunity to engage in a variety of projects.

If you are the person we are looking for, we would love to hear from you. Please send us your application on or before 8th December 2023. We shall shortlist the applications on rolling basis.

To apply for this job please visit