Job Description:
Trigyn has a contractual opportunity for an ICT Helpdesk Assistant. This resource will be working at our client site in Kenya.
Job Responsibilities:
The ICT Helpdesk Assistant is responsible for providing timely and effective technical
assistance to client staff globally, ensuring the smooth operation of ICT systems, software,
and hardware. Serving as the primary point of contact for technical support, the incumbent
resolves day-to-day user issues, facilitates technical onboarding and training, and assists with
critical infrastructure projects.
Key Duties and Responsibilities
HQ Relocation & Logistics Coordination
* Collaborate closely with the Network Infrastructure Analyst to coordinate the physical
migration of ICT infrastructure devices and assets to new premises.
* Liaise with third-party vendors for the installation, configuration, and testing of ICT
devices at the new premises.
* Perform comprehensive inventories of existing ICT equipment prior to the move and
manage the compliant disposal of non-relocatable assets.
Helpdesk Operations & Technical Support
* Serve as the first point of contact to receive, log, and prioritize incoming ICT support
requests via phone, email, or in person.
* Diagnose and resolve technical incidents spanning hardware, operating systems,
network connectivity, and productivity software.
* Escalate complex Tier 2/3 technical challenges to specialized infrastructure or system
teams while maintaining ticket ownership.
* Track and log all service requests and resolutions within the ticketing system to maintain
clear records.
User Training, Onboarding, and Documentation
* Guide and train staff on the effective operational use of client software, hardware, and
conferencing technologies.
* Manage ICT onboarding for new personnel, including account creation, device
provisioning, and initial training.
* Author and update user-facing knowledge base articles, standard operating procedures,
and quick-reference guides.
ICT Infrastructure & Asset Maintenance
* Assist in assembling, installing, configuring, and updating computer hardware, peripheral
devices, and software applications.
* Perform routine preventive maintenance checks and security updates across endpoint
devices.
* Track and maintain accurate records of software licensing and physical ICT inventory.
Undertake additional project-related duties as assigned by the supervisor.
Required Qualifications and Competencies
Education & Experience
* Education: Bachelor’s degree with a minimum of 4 years of relevant experience OR
High School Diploma with a minimum of 7 years of relevant experience.
* Experience: Minimum of 2 years in a dedicated IT helpdesk or technical support role.
* Systems Expertise: Hands-on experience supporting Google Workspace (Gmail, Drive,
Docs, Google Voice) and video conferencing solutions.
* Asset: Prior work experience within an NGO, international organization, or the client
System; relevant industry certifications (e.g., ITIL, CompTIA A+, Google Workspace
Administrator) are a strong advantage.
For Immediate Response, Please send your Resume to Global-Recruitment@Trigyn.com
TRIGYN TECHNOLOGIES is a multinational IT services company with resources deployed in 28 countries. TRIGYN is an ISO 9001:2015, ISO 27001:2022 (ISMS) and CMMI Level 5 certified company. TRIGYN has offices in the United States, Canada, Switzerland and India.