Job Description:
Trigyn has a contractual opportunity for an ICT Helpdesk Support. This resource will be working at our client site in Kenya.
Job Responsibilities:
The ICT Helpdesk Support Person is responsible for providing timely and effective technical assistance to HQ staff, ensuring smooth operation of ICT systems and hardware. They will serve as the primary point of contact for resolving technical issues, providing user training, and contributing to the overall ICT infrastructure maintenance.
Key Responsibilities:
* Helpdesk Support:
o Receive and log incoming helpdesk requests via phone, email, or in-person.
o Prepare computers according to client stands for deployment to staff.
o Diagnose and resolve technical issues related to hardware, software, network, and internet
connectivity.
o Provide timely and effective solutions, escalating complex issues to relevant specialists as
needed.
o Maintain clear and accurate records of helpdesk requests and their resolutions.
*User Training and Assistance:
o Provide training and guidance to staff on the effective use of ICT systems and software.
o Assist in onboarding new staff by setting up their ICT accounts and providing necessary training.
o Create and maintain user documentation and guides for common ICT tasks.
o Assist staff with the use of conferencing and collaboration technologies.
* ICT Infrastructure Maintenance:
o Assist in the installation, configuration, and maintenance of hardware and software.
o Perform regular checks and updates on ICT systems to ensure optimal performance and
security.
o Contribute to the management and inventory of ICT equipment and software licenses.
* Other:
o Stay up to date on ICT trends and best practices.
o Participate in ICT projects and initiatives as assigned.
o Perform any other duties related to ICT support as requested by the Technology Solutions
Manager (supervisor)
Qualifications and Experience:
* Education:
o Bachelor's Degree - 4-years’ experience OR High School certificate- 7 years’ experience
o Relevant certifications in IT support or helpdesk management are an advantage.
* Experience:
o At least 2 years of experience in an IT helpdesk or technical support role.
o Experience in a non-profit or NGO environment is preferred.
o Experience with Google Workspace is preferred.
Competencies:
* Required Competencies:
Values: Exemplifying integrity, demonstrating commitment to client system, embracing
cultural diversity, embracing change.
* Core Competencies:
Achieving results, being accountable, developing and applying professional expertise/business
acumen, thinking analytically and strategically, working in teams/managing ourselves and our
relationships, communicating for impact,
* Functional Competencies:
Planning, organizing and multitasking, logistic support, managing information and workflow, managing
documents, correspondence and reports, job knowledge.
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.