2,350 Help Desk jobs in Kenya

• Respond to and resolve end-user support requests via phone, email, and ticketing system in a timely manner.
• Diagnose and troubleshoot hardware, software, and network-related issues for desktops, laptops, and mobile devices.
• Install, configure, and maintain hardware and software systems.
• Assist with user account management, including creation, modification, and deletion.
• Perform routine system maintenance, including updates, patches, and security checks.
• Document technical procedures, solutions, and troubleshooting steps.
• Provide technical guidance and support to end-users on various applications and systems.
• Escalate complex issues to senior IT staff or relevant vendors when necessary.
• Participate in IT projects, such as system upgrades or new implementations.
• Maintain an inventory of IT hardware and software assets.
• Ensure adherence to IT policies and security best practices.
• Contribute to the continuous improvement of help desk processes and user support.

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 2 years of experience in an IT help desk or technical support role.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office Suite and other common business applications.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Experience with IT ticketing systems (e.g., Jira Service Desk, Zendesk).
• Excellent problem-solving and analytical skills.
• Strong interpersonal and communication skills, with a patient and helpful demeanor.
• Ability to work independently and as part of a team.
• IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are a plus.

Standort
Dresden

Jobkategorie
IT-Service

Fachgebiet
IT-Support

Geschäftsbereich
ITK

Karrierelevel
Berufseinsteiger/Absolvent

Professional

Zeitmodell
Teilzeit, Vollzeit

Vertrag
unbefristet

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Das erwartet dich

• Annahme telefonischer Meldungen sowie von E-Mails und Erstellung von Tickets aus diesen in unserem Ticketsystem
• Qualifizierung von erstellten und direkt über das Ticketsystem erhaltenen Tickets hinsichtlich Tickettyp, Dringlichkeit und Verantwortlichkeit
• Lösung technischer Probleme im First-Level-Support oder Klassifizierung von Anfragen vor der Zuweisung in Teams des Second-Level-Support
• proaktiver Kundensupport aus Monitoring-Systemen
• Verwaltung und Ausgabe von technischen Ressourcen

Das bringst du mit

• erfolgreich abgeschlossene Berufsausbildung im IT – Bereich und / oder mindestens 2-jährige Berufserfahrung im IT-Service Desk
• erste Erfahrung in der telefonischen Kundenbetreuung und der Arbeit mit Ticketsystemen sind wünschenswert
• idealerweise Erfahrungen mit Netzwerken (Routing & Switching), Microsoft-Betriebssystemen oder Linux-Betriebssystemen und Erfahrungen mit marktüblicher Hard- und Software
• gute analytische Fähigkeiten, hohe Eigenorganisation, kundenorientiertes Denken und Handeln sowie verbindliches Auftreten
• Belastbarkeit, Flexibilität, Teamgeist
• gute Kommunikationsfähigkeiten und sicheres Ausdrucksvermögen in Deutsch und idealerweise auch in Englisch
• ständige Weiterbildungsbereitschaft
• Bereitschaft zu Schicht – und Wochenenddiensten

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

Job Overview/Summary:
In the Global Service Desk Manager
role you will be at the forefront of driving IT support across multiple regions, ensuring exceptional service delivery. This role offers you the chance to lead a diverse and ambitious team, fostering a culture of collaboration and accountability. Your ability to successfully to provide top-notch customer service will be crucial in maintaining IRC's esteemed reputation in providing help to our clients.

Major Responsibilities
People Management

• Manage daily operations, and provide leadership, direction, and guidance to the team across regions globally. This includes hiring, training, scheduling, and evaluating performance.
• Develop a culture of accountability, ensuring roles and responsibilities are clearly defined and met.
• Identify skills gaps and coordinate training programs, cross-training initiatives, and upskilling opportunities to ensure team readiness and continuous growth.
• Coordinate with the Director of User Services, managing team resources emphasizing talent development, coaching, training, and team morale.
• Ensure that customer inquiries and issues are resolved promptly and professionally, following established procedures and standards.
• Manage staffing levels, shift coverage, and on-call schedules to ensure support coverage and service continuity across time zones.
• Foster a positive team culture by promoting open communication, collaboration, and recognition, while addressing morale or workload concerns promptly.
• Participate in hiring processes, onboarding new staff, and ensuring new team members are equipped with the tools, knowledge, and support needed to succeed.
• Ensure team objectives align with broader IT and business strategies, and track progress toward departmental KPIs and service excellence benchmarks.

Processes

• Drive process improvement by finding opportunities in workflow areas and work with others to implement change.
• Track key metrics to improve team efficiency and customer satisfaction, while leading initiatives to close performance gaps.
• Facilitate global Tech Support meetings to resolve recurring issues and drive continuous improvement.
• Track and analyze key performance metrics (e.g., SLA adherence, ticket volume trends, resolution times)
• Develop and execute action plans to address recurring issues, reduce ticket backlog, and streamline support processes through automation and standardization.
• Organize and lead regular problem-solving sessions with global Technical Support teams to align practices, resolve systemic issues, and promote knowledge sharing.
• Document and refine support procedures for unified support, and in compliance with ITIL.
• Support the rollout of new tools, processes, and policies by planning communication, training, and adoption strategies across regional teams.

Support

• Provide Tier 2 and Tier 3 technical support and solve complex and escalated issues across hardware, software and network environments, ensuring minimal disruption to end users.
• Act as the primary escalation point for critical incidents and blocking issues, ensuring timely resolution and clear communication with users, stakeholders, and partners.
• Deliver high-touch, white-glove support to senior leadership, especially in handling high-priority incidents, outages, or critical technical concerns.
• Work closely with infrastructure, security, applications, and service delivery teams to ensure system stability, continuous improvement, and alignment of support processes.
• Monitor, triage and coordinate responses to urgent tickets, service outages, and security-related incidents in collaboration with internal IT teams and external vendors.
• Support cross-team projects and implementation of IT initiatives and strategies, such as security enhancements, rollouts, infrastructure changes, and other tasks as determined by management.
• Ensure a high level of customer satisfaction by addressing concerns promptly, following up on resolutions, and maintaining transparent communication throughout the support process.
• Identify support process gaps and drive initiatives to improve response times, resolution quality, and knowledge documentation.

Administration

• Track KPIs across global regions and identify trends or anomalies.
• Provide executive summaries and insights for leadership.
• Support team communication by preparing reports and publishing regular newsletters for the Helpdesk team
• Assist with budgeting for tools, software, training, and staffing needs.
• Oversee onboarding processes for new Helpdesk staff globally.
• Track and schedule regular training sessions or certifications for the team.
• Ensure alignment to ITIL, SOPs, or other applicable service management frameworks.
• Support audit preparation by providing relevant documentation and records.
• Create and maintain global shift schedules to ensure continuous coverage.
• Track time-off requests, holidays, and coverage planning.
• Support coordination and documentation of major incident responses.
• .Lead the creation of comprehensive technical and user-friendly public-facing documentation to enhance customer self-help capabilities, streamline processes, and ensure consistency in service delivery.

Key Working Relationships
Position Reports to:
Director User Services

Position directly supervises:
Yes

Indirect Reporting:
N/A

Other Internal And External Contacts
The team lead will work independently and in a team setting daily. They will interact with vendors as needed.

Internal:
Team Leads, Technicians, System Engineers, Desktop Engineers, Network Engineers, Project Managers

External:
Vendors: Phone Vendor, Printer Vendor, MAC Support, Microsoft Support, and others as needed.

Job Requirements

• Education: Bachelor's degree in computer science, information technology, or a related field, or equivalent work experience.
• Five years of demonstrable experience in IT support, including at least two years in a supervisory or managerial role. Ideally, this experience should have been gained in organizations with over 1,000 users across multiple locations.
• Certificates or Licenses: ITIL Foundation, Administering Windows Server Hybrid Core Infrastructure (AZ-900),

Azure Fundamentals (AZ-800), CompTIA A+, CompTIA Network+
Work Experience

• Skilled in applying and running the ServiceNow ticketing system, including performance reporting, issue management, staff usage, and workflow process automation.
• Comprehensive knowledge of using Azure, O365 Administration, ADManager, Security, antivirus tools, etc.
• Proficient with services and products such as Microsoft Office 365, Windows 11, Mac OS, and PowerBI Pro.
• Good understanding of ITIL Service Management principles and practices.
• Ability to create and analyze metrics and statistics to identify trends.
• Experience in mentoring and handling meaningful discussions with calmness and clarity; ability to handle stressful environments.
• Solid skills in documentation, organization, and time management.
• Must be dedicated and know when to seek guidance; attention to detail is crucial.
• Flexibility, agility in changing priorities quickly, and capability to manage multiple tasks.
• Superb communication and interpersonal abilities, and ability to communicate effectively with both technical and non-technical audiences.
• Capability to continuously learn new technologies and apply them to meet customer needs.
• Proficiency in working autonomously while also engaging with colleagues across functions within a team.
• Stay updated on technology trends, developments, and standard methodologies.
• Audiovisual equipment support experience, including platforms like Zoom and Microsoft Teams.

Working Environment
:
This is hybrid position. Standard office work environment. Ability to work as part of a geographically dispersed team. Flexibility to work shifts, occasional work on weekends.

Compensation
(
Pay Range: US based $111,686 - $21,377 or Nairobi based ( 481,950- 567,000
Kenyan Shilling
) Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience, and skills relative to the defined job requirements.

Standard of Professional Conduct: The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.

Cookies:

Compensation: Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

US Benefits: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days depending on role and tenure, medical insurance starting at $1 3 per month, dental starting at 6.50 per month, and vision starting at 5 per month, FSA for healthcare and commuter costs, a 403b retirement savings plans with immediately vested matching, disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.

Equal Opportunity Employer: IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.

• Lead, train, and mentor a team of technical customer support representatives, fostering a high-performance culture.
• Manage and prioritize incoming customer inquiries and support tickets, ensuring timely resolution.
• Serve as an escalation point for complex technical issues, providing in-depth troubleshooting and resolution.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Monitor customer satisfaction metrics and implement strategies to improve service quality.
• Collaborate with engineering and product teams to identify and resolve product bugs and issues.
• Analyze support trends and provide feedback to improve product usability and customer experience.
• Develop and enforce customer support policies and procedures.
• Onboard and train new support team members effectively.
• Manage team schedules and ensure adequate coverage to meet service level agreements (SLAs).
• Contribute to the development of customer support tools and technologies.
• Handle customer complaints and difficult situations with professionalism and empathy.
• Identify opportunities for proactive customer engagement and support.
• Ensure accurate and timely documentation of all customer interactions and resolutions.
• Champion the voice of the customer within the organization.

• Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
• Minimum of 3-5 years of experience in technical customer support, with at least 1-2 years in a lead or supervisory role.
• Proven ability to troubleshoot and resolve complex technical issues across various platforms and software.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with CRM software (e.g., Zendesk, Salesforce Service Cloud) and ticketing systems.
• Ability to effectively mentor and manage a remote team.
• Proficiency in analyzing support data and generating reports.
• A calm and patient demeanor, especially when dealing with frustrated customers.
• Experience in creating and managing knowledge base content.
• Demonstrated ability to work independently and manage time effectively in a remote setting.
• A passion for technology and providing outstanding customer service.
• Familiarity with agile development methodologies is a plus.
• Proven track record of improving customer satisfaction scores.
• The ability to adapt quickly to new technologies and processes.

• Lead, mentor, and manage a remote customer support team, fostering a high-performance culture.
• Develop and implement customer support policies, procedures, and best practices.
• Provide advanced technical support and troubleshooting for customer inquiries related to the company's products or services.
• Act as a primary point of escalation for complex customer issues, ensuring timely and satisfactory resolution.
• Monitor customer support metrics (e.g., response times, resolution rates, customer satisfaction) and identify areas for improvement.
• Train and onboard new customer support representatives, ensuring they are equipped with the necessary skills and knowledge.
• Develop and maintain a comprehensive knowledge base of support documentation and FAQs.
• Gather customer feedback and insights to inform product development and service improvements.
• Collaborate with other departments (e.g., product, engineering) to address customer issues and advocate for customer needs.
• Ensure consistent and high-quality customer service delivery across all communication channels (email, chat, phone).
• Manage support ticket queues and ensure efficient workflow and prioritization.
• Contribute to the development of customer self-service resources.
• Stay updated on product updates and industry best practices in customer support and technical assistance.

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership or lead role.
• Proven experience in resolving complex technical issues and providing advanced troubleshooting.
• Excellent leadership, coaching, and team management skills.
• Strong understanding of customer relationship management (CRM) software and helpdesk platforms.
• Exceptional communication, interpersonal, and active listening skills.
• Ability to remain calm and professional in high-pressure situations.
• Strong analytical and problem-solving abilities.
• Proficiency in using various communication and collaboration tools for remote work.
• Ability to work independently, manage time effectively, and meet performance goals in a remote setting.
• A passion for customer satisfaction and a commitment to excellence in service delivery.

We are looking for a Fluent English Speaking Customer Service Representative (CSR) to join our fast-paced team in the automotive industry.

This role involves handling both inbound and outbound calls while delivering exceptional service and driving sales conversions.

Key Requirements:

• Must have prior experience in a CSR role (mandatory) Automotive Experience is a PLUS.

• Excellent English speaking skills with clear and confident communication.

• Ability to work 7 hours/day, 6 days/week (42 hours/week).

• Flexible to work shift schedules and anytime between operational hours of 7:00 AM – 10:00 PM Eastern Time.

• Experience in the automotive industry is a plus (training can be provided).

• Committed to a long-term, full-time career opportunity.

What We Offer:

• Base salary + commission + performance-based incentives on every conversion.

• Career growth and long-term job security.

• Stable, supportive, and growth-oriented work environment.

• Training and continuous support to help you succeed.

• A collaborative, performance-driven work culture.

If you are hardworking, adaptable, and ready to grow with a fast-paced company, apply now and build your career with us

Kofa is seeking a motivated and detail-oriented Customer Support Associate to assist our customers with issues that could arise when using our products and services.

This role involves resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. You should also be familiar with using help desk software.

Key Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone, email or chat.
• Identify customer needs and help customers use specific features.
• Analyze and report product malfunctions by testing different scenarios or impersonating users on our platform.
• Update our internal database and the helpdesk system with information about technical issues and useful discussions with customers.
• Monitor customer complaints on social media and reach out to provide assistance.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share with our Product, Operations and Sales and Marketing teams.
• Work closely with operations to reactively and proactively manage customer problems.

Qualifications and Skills:

Education:

• Bachelor's degree or diploma in a related field.

Experience:

• 2+ Experience as a Customer Support Associate or similar Customer Support role.
• Understanding of working of CRM systems.
• Familiarity with the mobility industry will be a plus.
• Experience using help desk software and remote support tools.

Skills:

• Excellent communication and problem-solving skills.
• Patience when handling tough cases with customers or others.
• Strong organizational and time-management skills.
• Basic proficiency in Microsoft Office and Google workspace Suite .

Other Requirements:

• Willingness to travel to field locations as needed.
• Flexibility to participate in on-call rotations.

What We Offer:

• Opportunity to be part of a mission-driven, high growth company shaping the future of clean energy in Africa.
• A dynamic, collaborative, and entrepreneurial work environment.
• Competitive salary and benefits package.
• Professional development opportunities and career growth potential.
• Hands-on experience in field operations within a growing industry.

Company Description
Assent offers professional regulatory and compliance services to complement the world's fastest growing compliance and data management solution provider. Companies in various industries face evolving regulatory and compliance challenges, and we assist our clients in supporting their compliance and data management requirements.

Our company was built on a shared commitment to excellence. Our pillars provide a strong foundation on which we can offer highly specialized services. We focus on timely completion of contracts, cost effectiveness and maintaining the highest standards of professionalism. Our highly engaged team of professionals is what drives our company forward each and every day.

Work Model

Fully Onsite in our Eldoret Offices. This is a 6 month term contract.

Job Description
Position Summary

The Supplier (Customer) Support Associate will report to the Manager, Supplier Support. The Supplier Support Associate will support the Supplier Support team in obtaining declarations and other important information from non-responsive suppliers in our client's supply chains.

Key Requirements And Responsibilities

• Communicate with suppliers through a multi channel approach including emails, chats and conference calls to gather compliance information, assist with compliance requests, and confirm quality of the documents provided;
• Work directly with top-tier suppliers to be a valuable resource to help them respond to their compliance requests;
• Handle emails and chats from suppliers to help them troubleshoot, navigate their compliance requests by providing a positive experience;
• Engage with unresponsive suppliers through a multi channel approach including emails, chats and conference calls, supplier education and webinar invites;
• Language support may be required to help with internal translations, hosting webinars, and joining prospect calls with the Sales team;
• Work closely with Program Success team to strategize on the best approach for new customers, client campaigns and supplier issues
• Validate and ensure Quality Assurance for compliance data provided by our suppliers;
• Act as a peer mentor to Supplier Support Agents as required;
• Keep up to date with new regulations and changes in Assent's products to become an expert in your field;
• Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent.

This is not an exhaustive list of duties. Responsibilities may be altered and/or added from time to time to meet business needs.

Qualifications
Your Knowledge, Skills and Abilities

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications:

• Excellent verbal and written communication skills, primarily in English, however proficiency in additional languages is required for certain supplier groups;
• Bachelor's Degree/Higher diploma from a recognized learning institution;
• 1-2 years related work experience (eg. administration, reporting, research & data, supplier/customer support, call centres);
• Solid ability to manage time effectively and juggle multiple priorities at one time;
• Computer proficiency using MS Office Suite and Google Applications, able to leverage all functions proactively to effectively and efficiently;
• Self-starter, excellent time management skills and the ability to adhere to assigned deadlines;
• Solutions-first attitude, self-motivated to proactively engage with our suppliers through multiple channels;
• Builds productive and stable working relationships internally and externally in the interest of supporting our suppliers needs;
• Possess basic to intermediate regulatory knowledge in order to consult with suppliers in providing requested information;
• You are highly adaptable, flexible and thrive in a fast-paced, dynamic business environment;
• You are naturally curious about technology or how things work;
• You are diligent and detail-oriented- you pay high attention to detail and you double-check everything;
• You have grit- you are conscientious, will always work towards providing solutions over excuses and are dedicated to achieving excellence and driving results;
• You consider yourself a lifelong learner - you have an insatiable thirst for knowledge, are always striving to self-improve, and are coachable.

Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform the aforementioned duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions. Assent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Additional Information
At Assent, we are uniquely positioned to make meaningful, impactful changes in the world around us. If you believe in doing work that matters, we want you to join our team.

Life at Assent

• Wellness: We believe that you and your family's well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.
• Financial Benefits: It's not all about the money – well, it's a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.
• Life at Assent: There is purpose beyond your work. We provide our team members with volunteer days, flexible work options and opportunities to get involved in corporate giving initiatives.
• Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.
• Work The Way That Works for You: Your work and life should be balanced in a way that is purposeful for you. We offer flexible working environments for our team. Choose a space that meets your unique needs.