IT Service Desk - Kenya
Service Desk Analyst
Location: Nairobi, office-based. Permanent, full-time. Rotating shifts including evenings and weekends.
Expected Start Date - Mid of January 2027
A&O IT Group has been delivering technology services since 1963 and today supports organisations in more than 130 countries, from cyber security to managed IT. Our Nairobi team delivers service desk support to clients in the UK and beyond, and we are growing it.
We are building a dedicated service desk team for a large UK organisation. You will be the first person their staff speak to when technology gets in the way of their work, whether that is someone in an office who is locked out of their account or someone working out in the field whose tablet will not connect. Your job is to get them working again, on the first call wherever you can.
What you will do
Answer calls, portal requests and emails from UK users, and resolve as many as possible while they are still on the line
Fix the everyday problems: passwords and locked accounts, multi-factor authentication, Microsoft 365, mobile devices and the client’s business applications
Log every contact clearly in our service management platform, so the next person can pick it up without asking the user to repeat themselves
Hand on what you cannot fix to the right team, with the diagnosis already done
Work alongside automation that sorts tickets and suggests fixes, checking what it proposes before you act on it
Keep the knowledge articles you use accurate, and write new ones when you find a gap
What you will bring
At least a year in an IT service desk or technical support role, answering users by phone
Excellent spoken and written English. You will take a recognised English test as part of the process, and the role needs CEFR B2 as a minimum
A working knowledge of Windows, Microsoft 365 and account management, including password resets and multi-factor authentication
Experience of logging and working tickets in a service management tool
A calm, patient phone manner, especially with people who are frustrated or in a hurry
It would help if you have
Used ServiceNow or Freshservice
Worked in a contact centre environment, ideally on Cisco telephony
ITIL 4 Foundation
Supported UK or other international users
Some experience with mobile device management, such as Microsoft Intune
Working pattern
The desk covers UK business hours. In Nairobi that means shifts between 10:00 and midnight on weekdays (11:00 to 1:00 in the UK winter) and daytime shifts at weekends, on a rotating pattern. We provide transport home after late shifts. Please only apply if you can work this pattern.
What we offer
A competitive salary, paid monthly
Medical cover
Safe transport home after late shifts
Structured training on the client’s systems and paid-for certification, starting with ITIL 4 Foundation for those who do not hold it
A modern, well-run service desk with the tools and automation to do the job properly
Before you start
Offers are subject to satisfactory references, a Certificate of Good Conduct and verification of qualifications. You must have the right to work in Kenya.
A&O IT Group
As a successful and growing global IT services provider, A&O IT Group deliver ‘fully managed’ IT solutions and cyber security services. Combining over 50 years expertise, and boasting an extensive global network, whilst remaining privately owned, A&O IT Group is a trusted IT services partner to clients globally.
This role is subject to a post-offer Background Verification in accordance with the local country legislation.
NO AGENCIES
We encourage diversity and seek to attract individuals with unique backgrounds and perspectives. It is important that we build a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are committed to equal employment opportunity regardless of race, colour, religion, sex, sexual orientation, age, marital status, disability or gender identity.
- Department
- Operations
- Location
- Nairobi, Kenya
- Employment type
- Full-time