1,300 Help Desk Positions jobs in Kenya

Help Desk

KES1200000 - KES2400000 Y BINAA

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Job Description

Job Position: Help Desk & Marketing Officer

Department: Marketing

Reports to: Marketing Manager

Job Summary:

The Help Desk & Marketing Officer will serve as the first point of contact for visitors and tenants within the BINAA building, ensuring an engaging and seamless experience for all stakeholders. They will play a vital role in guiding foot traffic, promoting tenant businesses, overseeing building marketing initiatives, and maintaining strong tenant relations. Additionally, they will support leasing efforts by showcasing available retail spaces and ensuring the building remains an attractive commercial destination.

Key Responsibilities:

1. Promotion of BINAA Ecosystem & Tenant Businesses

  • Educate visitors on the BINAA concept, ensuring they understand it as a one-stop destination for home and building solutions.
  • Actively promote tenant businesses by informing customers about special offers, services, and exclusive products.
  • Closely, work with the marketing team to execute promotional strategies to increase building footfall and drive business to tenants.
  • Assist in planning seasonal campaigns, festive promotions and community events to boost foot traffic.

2. Visitor Engagement & Foot Traffic Management

  • Greet and assist visitors, directing them to the appropriate businesses or services within the BINAA building.
  • Direct customers looking for building solutions and fixtures primarily to the BINAA showroom while providing supplementary referrals to other tenants.
  • Actively manage and document visitor traffic, gathering data to assess peak hours, visitor demographics, and engagement levels.
  • Implement visitor feedback mechanisms to continuously improve customer experience.
  • Provide maps, directories, and promotional materials to visitors for easy navigation.

Qualifications & Skills:

  • Diploma or bachelor's degree in marketing, business administration, or a related field.
  • Strong interpersonal and communication skills with a welcoming and professional demeanor.
  • Experience in customer service, marketing, or retail management is an added advantage.
  • Ability to multitask and manage visitor inquiries while executing marketing responsibilities.
  • Strong organizational and problem-solving skills.
  • Proficiency in MS Office, customer service tools, and basic data reporting systems.
  • Familiarity with social media and digital marketing trends is a plus.

Work Environment & Expectations:

  • The role is front-facing and requires the officer to be stationed at the help desk with periodic movement around the building.
  • Flexibility in working hours may be required during expos, promotional events, and peak shopping seasons.
  • The officer should maintain a customer-centric and solution-oriented approach to interactions.
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Technical Support Analyst

KES50000 - KES80000 Y Worldline

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Job Description

This is Worldline.
Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The O
pportunity
Hybrid role that requires working 3 days a week in the office, situated at Newton Aycliffe, UK. The site has parking and is easily accessible from public transport.
As a Technical Support Analyst at Worldline Rail Operations, you will play a critical role in supporting multiple customers in the rail industry using our range of cutting-edge products. Our technology is specifically designed to address the persistent challenges faced in the day-to-day running of railways, enabling smooth and efficient train services throughout the UK.

As an organized, innovative, and process-driven colleague, you will work alongside your peers to provide top-notch technical support to our customers. If you're looking for an exciting opportunity to apply your technical expertise in a dynamic and challenging environment, then Worldline Rail Operations is the perfect fit for you.

Day-to-Day Responsibilities

  • Providing 3rd Line Technical support and assistance to customers.
  • Working on the ticketing system Service Now
  • Supporting customers remotely, providing functional advice and helping to diagnose system faults.
  • Preparing release notes for system releases
  • Responding to customer incidents including:

  • Investigating and reproducing reported problems

  • Updating tickets with progress
  • Directly liaising with customers to gain a clearer understanding of problems
  • Liaising with colleagues in other teams where necessary

  • Provide functional and technical support to external and internal customers within Rail Operations.

  • Conducting ad-hoc site visits to customers when required.
  • Produce accurate functional specifications for use by Technical Support team and offshore colleagues.
  • Ad hoc training to customers' staff on products.

Who Are We Looking For
We look for big thinkers. People who can drive positive change, step up and show what's next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

  • You are confident when speaking with customers.
  • Able to establish a good rapport with a range of business and technical colleagues.
  • Able to work independently or as part of a team, depending on the nature of the task in hand.
  • Demonstrate a commitment to continuous improvement and self-development.
  • Demonstrate a commitment to supporting the principles of Great Place to Work – promoting Trust (in management), Pride (in work) & Respect (for colleagues)
  • You are fully computer literate with MS Suite and have a basic understanding of development skills.
  • Good problem solving/investigative skills
  • Good customer-facing skills, including verbal & written communication skills.
  • You are fully computer literate with MS Suite and have a basic understanding of development skills.
  • Able to create and run SQL
  • Demonstrate adherence to following processes/plans.
  • Creation, review & update of documentation .
  • Able to create accurate & complete functional specifications from problem records and discussions with customers.

Perks & Benefits
At Worldline you'll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

  • Have 25 days holiday + bank holidays
  • Have employee private medical cover, access to a virtual GP service
  • Access to discounts and cash backs on shopping
  • Purchase a range of flexible benefits through salary sacrifice
  • Have an Income protection @ 67% of base salary for 5 years, subject to Ts & Cs
  • Have a Life assurance – 1 x salary if not in a pension scheme, 4 x salary if joins the pension scheme
  • Have Pension – the company will match contributions up to 10%

Shape the evolution.
We are pushing towards the next frontiers of payments technology, and we look for big thinkers to join our journey. People with passion, can-do attitude and a hunger to learn and grow. Here you'll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. And with our empowering culture, strong technology and extensive training opportunities, we help you accelerate your career. Wherever you decide to go. Join our global team of over 18,000 innovators across 40+ countries, and shape a tomorrow that is yours to own.

Learn more about life at Worldline at

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.

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Systems Support Analyst

Nairobi, Nairobi KES90000 - KES120000 Y Britam

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Job Description

Job Purpose
To identify business requirements and develop solutions (database design, workflows, user/data

interfaces, integrations) and design, development, and 2nd line support of business Applications, ranging from user analysis, design, and development to implementation and maintenance.

Key Responsibilities

  • Configure and/or customize business applications to meet business requirements using various database and software tools.
  • Assist in presentations of system functionality to new users and departments. Drives systems adoption by business users.
  • Enhance and create user and system documentation as needed.
  • Work directly with the IT support personnel and teams to resolve issues identified and escalated during daily operations.
  • Perform the necessary technical design and development functionality to ensure that business application systems can be effectively developed and implemented.
  • Design and development of front-end tier(s), middle tier(s), and /or back-end database tier(s) for business applications.
  • Capturing of business applications information needs and mapping of the same to the software and /or database components.
  • Perform data modelling to analyze and specify data structures within an application system.
  • Developing database objects and structures for data storage, retrieval and reporting according to specifications.
  • Implementing and testing database design and functionality and tuning for performance.
  • Research and provide input on design approach, performance and base functionality improvements for various procedures and applications.
  • Generation of ideas to improve efficiency in software and application services offered to the business, and/or generate revenue for business.
  • Delegated Authority: As per the approved Delegated Authority Matrix.

Qualifications & Experience

  • Degree in Computer Science or a technical-related field.
  • 4 – 6 years experience in applications development, which includes system customization, support and report designs.
  • 2 years' experience with RDMS preferably MS SQL Server, Oracle and MySQL.
  • Certified in IT.
  • Know data analysis and analytics, Mobile infrastructure, Internet technologies, e-commerce and e-payment technologies.
  • Experience in process automation using robotics.
  • Previous experience in a financial/insurance institution will be an added advantage.
  • Membership to relevant IT bodies.

Primary Location
Kenya-Nairobi-Nairobi

Organization
Britam

Job Type
Permanent

Shift
Day Job

Contract Type
Full-time

Job Posting

Unposting Date

Number of Openings
1

This advertiser has chosen not to accept applicants from your region.

Systems Support Analyst

Nairobi, Nairobi KES90000 - KES120000 Y Britam

Posted today

Job Viewed

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Job Description

Job Purpose
To identify business requirements and develop solutions (database design, workflows, user/data interfaces, integrations) and design, development, and 2nd line support of business Applications, ranging from user analysis, design, and development to implementation and maintenance.

Key Responsibilities

  • Configure and/or customize business applications to meet business requirements using various database and software tools.
  • Assist in presentations of system functionality to new users and departments. Drives systems adoption by business users.
  • Enhance and create user and system documentation as needed.
  • Work directly with the IT support personnel and teams to resolve issues identified and escalated during daily operations.
  • Perform the necessary technical design and development functionality to ensure that business application systems can be effectively developed and implemented.
  • Design and development of front-end tier(s), middle tier(s), and /or back-end database tier(s) for business applications.
  • Capturing of business applications information needs and mapping of the same to the software and /or database components.
  • Perform data modelling to analyze and specify data structures within an application system.
  • Developing database objects and structures for data storage, retrieval and reporting according to specifications.
  • Implementing and testing database design and functionality and tuning for performance.
  • Research and provide input on design approach, performance and base functionality improvements for various procedures and applications.
  • Generation of ideas to improve efficiency in software and application services offered to the business, and/or generate revenue for business.
  • Delegated Authority: As per the approved Delegated Authority Matrix.

Key Performance Measures
As described in your Personal Scorecard.

  • Degree in Computer Science or a technical-related field.
  • 4 – 6 years experience in applications development, which includes system customization, support and report designs.
  • 2 years' experience with RDMS preferably MS SQL Server, Oracle and MySQL.
  • Certified in IT.
  • Know data analysis and analytics, Mobile infrastructure, Internet technologies, e-commerce and e-payment technologies.
  • Experience in process automation using robotics.
  • Previous experience in a financial/insurance institution will be an added advantage.
  • Membership to relevant IT bodies.

Primary Location
Kenya-Nairobi-Nairobi

Organization
Britam

Job Type
Contractual

Shift
Day Job

Contract Type
Full-time

Job Posting

Unposting Date

Number of Openings
1

This advertiser has chosen not to accept applicants from your region.

Service Desk Operator

KES25000 - KES35000 Y Robotron Datenbank-Software GmbH

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Job Description

Standort
Dresden

Jobkategorie
IT-Service

Fachgebiet
IT-Support

Geschäftsbereich
ITK

Karrierelevel
Berufseinsteiger/Absolvent

Professional

Zeitmodell
Teilzeit, Vollzeit

Vertrag
unbefristet

PDF zum Download

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
This advertiser has chosen not to accept applicants from your region.

Operations Assistant, Service Desk

Nairobi, Nairobi KES120000 - KES180000 Y UNDP in the Arab States region

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Job Description

Nairobi, Kenya

Trending

Job Info

  • Job Identification 29359
  • Posting Date 10/09/2025, 09:47 AM
  • Apply Before 10/12/2025, 03:59 AM
  • Job Schedule Full time
  • Locations Nairobi, Kenya
  • Agency UN Volunteers
  • Grade G5
  • Vacancy Type Fixed Term
  • Practice Area Management
  • Bureau UNV
  • Contract Duration 2 Year with Possibility for extension
  • Education & Work Experience Bachelor's Degree - 3 year(s) experience OR High School certificate- 6 year(s) experience
  • Required Languages Fluency in English
  • Desired Languages
  • Mobility required/no mobility no mobility required

Job Description
Please note the appropriate Tier indicated in the vacancy title and ensure that you are holding the applicable contract as defined below.
Tier 1:
UNDP/ UNCDF/ UNV staff holding permanent (PA) and fixed term (FTA) appointments (defined as "internal" candidates).

Tier 2:
UNDP/ UNCDF/ UNV staff holding temporary appointments (TA) and personnel on regular PSA contracts.

Tier 3:
All other contract types from UNDP/UNCDF/UNV and other agencies, and other external candidates.

Background
Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a 'leave no one behind' approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and
inspiring stories.
UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.
The Volunteer Solutions Section (VSS) develops policies and solutions to support the mobilization of UN Volunteers and Online Volunteers across the UN system. VSS is responsible for providing robust and innovative volunteer service offers to the UN system, including consolidated volunteer types and categories, policies, talent acquisition (sourcing to recruitment) and volunteer engagement and management expertise.

VSS works in close collaboration with all UNV units (headquarters, Regional Offices, and Field Units) to provide relevant products and tools to support volunteer mobilization.

Reporting to the Operations Associate, Service Desk, in Bonn, the Operations Assistant, Service Desk provides support to prospective and registered candidates, host entities, UN Volunteers and other stakeholders contacting UNV's Service Desk by email, through contact forms or other case creation channels. The incumbent works in close collaboration with all VSS functional groups and teams, Volunteer Services Centre, Regional Offices, Field Units, and other relevant subject matter experts for resolving volunteer-related questions and issues. She/He promotes a collaborative, client-oriented approach and supports the maintenance of high-quality service delivery and volunteer satisfaction.

Duties And Responsibilities

  • Provision of user-support through UNV's Service Desk
  • Review and assign incoming cases in line with established procedures and responsibilities.
  • Respond to enquiries from all stakeholders (candidates, volunteers, host entities, UNV personnel) and ensure timely and accurate case resolution as per the Service Desk team's KPIs.
  • Escalate cases to relevant subject matter experts for guidance, clarification and solution.
  • Assist individuals facing difficulties using UNV's volunteer management systems.
  • Contribute to solving recurring issues faced by users of UNV's volunteer management systems through proposing and testing solutions, aiming at reducing the number of cases created and enhancing the user experience.
  • Suggest new or revision of existing standard enquiry templates or other self-service content as appropriate and in line with the evolving nature of queries received.
  • Contribute to developing the Service Desk knowledge base of queries and resolutions, provide inputs to training materials on using UNV's Service Desk tools and feedback for the improvement of Service Desk related IT systems.
  • Assist in translations of standard Service Desk correspondence and self-service content in all three UNV working languages (English, French. Spanish).
  • Contribution to operational services to UN Volunteers
  • As appropriate, support relevant sections in the provision of services encompassing the full cycle of volunteers' engagement, from identification through deployment, onboarding, entitlements management, separation and payroll, in adherence to established regulations and policies.
  • Provide guidance and support candidates, UN Volunteers and partner agencies on the Conditions of Service, as well as on the volunteer cycle.
  • Contribute to the improvements of Service Desk workflows by identifying bottlenecks and proposing solutions to streamline processes.
  • Management Support
  • Extract and disseminate reports, statistics and other information Support the Team in the coordination of the team meetings, annual work planning and reporting processes.
  • Serve on a rotational basis as a focal point for the Volunteer Solutions Section on specific roles.
  • Perform any other duties assigned by the supervisor.

Competencies
Core
Achieve Results

  • Plans and monitors own work, pays attention to details, delivers quality work by deadline

Think Innovatively

  • Open to creative ideas/known risks, is pragmatic problem solver, makes improvements

Learn Continuously

  • Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility

  • Adapts to change, constructively handles ambiguity/uncertainty, is flexible

Act with Determination

  • Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner

  • Demonstrates compassion/understanding towards others, forms positive relationships

Enable Diversity and Inclusion

  • Appreciate/respect differences, aware of unconscious bias, confront discrimination

Cross-Functional & Technical competencies
Communications

  • Communicate in a clear, concise, and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience.
  • Ability to manage communications internally and externally, through media, social media, and other appropriate channels.

Customer Satisfaction/client management

  • Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the customers' real needs;
  • Provide input to the development of customer service strategy;
  • Look for ways to add value beyond clients' immediate requests;
  • Ability to anticipate clients' upcoming needs and concerns.

Data Awareness and literacy

  • Ability to monitor new and emerging technologies, as well as understand their usage, potential, limitations, impact, and added value.
  • Ability to rapidly and readily adopt and use new technologies in professional activities, and to empower others to use them as needed.
  • Knowledge of the usage of digital technologies and emerging trends.

System Thinking

  • Ability to use objective problem analysis and judgment to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact other parts of the system

Data Governance

  • Knowledge of data science, skills to develop data management tools, organize and maintain databases and operate data visualization technologies

Education
Required Skills and Experience

  • Secondary education with technical training in communications, human resources or business administration OR
  • University degree in communications, human resources, business administration, or related area is desirable, but it is not a requirement.

Experience

  • Secondary education with 6 years of relevant experience in communications, human resources or administration or a related field
  • Alternatively, a Bachelor's degree in combination of 3 years of relevant experience
  • Knowledge of information technology at an advanced user level, including office software packages (MS Word, Excel, etc.).
  • Experience in assisting in user training or documentation is an advantage.
  • Experience using a Client Relationship Management (CRM) system for customer/client support a strong asset.
  • Work experience within the United Nations or an international organization is an asset.
  • Experience with remote troubleshooting is an advantage.
  • Experience in user satisfaction initiatives is desirable.
  • Experience in managing service tickets is an asset.

Language Requirements

  • Fluency in English.
  • Fluency in French and/or Spanish is an asset.

Disclaimer

  • Only short-listed applicants will be contacted.
  • The successful candidate will hold a UNDP letter of appointment.
  • This post is for local recruitment only. It is open to citizens of Kenya only.
  • All travel, interview and relocation costs, if any, incurred to take up an appointment at the duty station are at the expense of the applicant.

Important information for US Permanent Residents ('Green Card' holders)

Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment.

UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.

Applicant Information About UNDP Rosters
Note: UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

Non-discrimination

UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.

Scam warning

The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.

Similar Jobs

This advertiser has chosen not to accept applicants from your region.

Operations Assistant, Service Desk

Nairobi, Nairobi KES35000 - KES45000 Y UNDP Careers

Posted today

Job Viewed

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Job Description

Job Description
Please note the appropriate Tier indicated in the vacancy title and ensure that you are holding the applicable contract as defined below.
Tier 1:
UNDP/ UNCDF/ UNV staff holding permanent (PA) and fixed term (FTA) appointments (defined as "internal" candidates).

Tier 2:
UNDP/ UNCDF/ UNV staff holding temporary appointments (TA) and personnel on regular PSA contracts.

Tier 3:
All other contract types from UNDP/UNCDF/UNV and other agencies, and other external candidates.

Background
Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a 'leave no one behind' approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and
inspiring stories.
UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.
The Volunteer Solutions Section (VSS) develops policies and solutions to support the mobilization of UN Volunteers and Online Volunteers across the UN system. VSS is responsible for providing robust and innovative volunteer service offers to the UN system, including consolidated volunteer types and categories, policies, talent acquisition (sourcing to recruitment) and volunteer engagement and management expertise.

VSS works in close collaboration with all UNV units (headquarters, Regional Offices, and Field Units) to provide relevant products and tools to support volunteer mobilization.

Reporting to the Operations Associate, Service Desk, in Bonn, the Operations Assistant, Service Desk provides support to prospective and registered candidates, host entities, UN Volunteers and other stakeholders contacting UNV's Service Desk by email, through contact forms or other case creation channels. The incumbent works in close collaboration with all VSS functional groups and teams, Volunteer Services Centre, Regional Offices, Field Units, and other relevant subject matter experts for resolving volunteer-related questions and issues. She/He promotes a collaborative, client-oriented approach and supports the maintenance of high-quality service delivery and volunteer satisfaction.

Duties And Responsibilities

  • Provision of user-support through UNV's Service Desk
  • Review and assign incoming cases in line with established procedures and responsibilities.
  • Respond to enquiries from all stakeholders (candidates, volunteers, host entities, UNV personnel) and ensure timely and accurate case resolution as per the Service Desk team's KPIs.
  • Escalate cases to relevant subject matter experts for guidance, clarification and solution.
  • Assist individuals facing difficulties using UNV's volunteer management systems.
  • Contribute to solving recurring issues faced by users of UNV's volunteer management systems through proposing and testing solutions, aiming at reducing the number of cases created and enhancing the user experience.
  • Suggest new or revision of existing standard enquiry templates or other self-service content as appropriate and in line with the evolving nature of queries received.
  • Contribute to developing the Service Desk knowledge base of queries and resolutions, provide inputs to training materials on using UNV's Service Desk tools and feedback for the improvement of Service Desk related IT systems.
  • Assist in translations of standard Service Desk correspondence and self-service content in all three UNV working languages (English, French. Spanish).
  • Contribution to operational services to UN Volunteers
  • As appropriate, support relevant sections in the provision of services encompassing the full cycle of volunteers' engagement, from identification through deployment, onboarding, entitlements management, separation and payroll, in adherence to established regulations and policies.
  • Provide guidance and support candidates, UN Volunteers and partner agencies on the Conditions of Service, as well as on the volunteer cycle.
  • Contribute to the improvements of Service Desk workflows by identifying bottlenecks and proposing solutions to streamline processes.
  • Management Support
  • Extract and disseminate reports, statistics and other information Support the Team in the coordination of the team meetings, annual work planning and reporting processes.
  • Serve on a rotational basis as a focal point for the Volunteer Solutions Section on specific roles.
  • Perform any other duties assigned by the supervisor.

Competencies
Core
Achieve Results

  • Plans and monitors own work, pays attention to details, delivers quality work by deadline

Think Innovatively

  • Open to creative ideas/known risks, is pragmatic problem solver, makes improvements

Learn Continuously

  • Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility

  • Adapts to change, constructively handles ambiguity/uncertainty, is flexible

Act with Determination

  • Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner

  • Demonstrates compassion/understanding towards others, forms positive relationships

Enable Diversity and Inclusion

  • Appreciate/respect differences, aware of unconscious bias, confront discrimination

Cross-Functional & Technical competencies
Communications

  • Communicate in a clear, concise, and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience.
  • Ability to manage communications internally and externally, through media, social media, and other appropriate channels.

Customer Satisfaction/client management

  • Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the customers' real needs;
  • Provide input to the development of customer service strategy;
  • Look for ways to add value beyond clients' immediate requests;
  • Ability to anticipate clients' upcoming needs and concerns.

Data Awareness and literacy

  • Ability to monitor new and emerging technologies, as well as understand their usage, potential, limitations, impact, and added value.
  • Ability to rapidly and readily adopt and use new technologies in professional activities, and to empower others to use them as needed.
  • Knowledge of the usage of digital technologies and emerging trends.

System Thinking

  • Ability to use objective problem analysis and judgment to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact other parts of the system

Data Governance

  • Knowledge of data science, skills to develop data management tools, organize and maintain databases and operate data visualization technologies

Education
Required Skills and Experience

  • Secondary education with technical training in communications, human resources or business administration OR
  • University degree in communications, human resources, business administration, or related area is desirable, but it is not a requirement.

Experience

  • Secondary education with 6 years of relevant experience in communications, human resources or administration or a related field
  • Alternatively, a Bachelor's degree in combination of 3 years of relevant experience
  • Knowledge of information technology at an advanced user level, including office software packages (MS Word, Excel, etc.).
  • Experience in assisting in user training or documentation is an advantage.
  • Experience using a Client Relationship Management (CRM) system for customer/client support a strong asset.
  • Work experience within the United Nations or an international organization is an asset.
  • Experience with remote troubleshooting is an advantage.
  • Experience in user satisfaction initiatives is desirable.
  • Experience in managing service tickets is an asset.

Language Requirements

  • Fluency in English.
  • Fluency in French and/or Spanish is an asset.

Disclaimer

  • Only short-listed applicants will be contacted.
  • The successful candidate will hold a UNDP letter of appointment.
  • This post is for local recruitment only. It is open to citizens of Kenya only.
  • All travel, interview and relocation costs, if any, incurred to take up an appointment at the duty station are at the expense of the applicant.

Important information for US Permanent Residents ('Green Card' holders)

Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment.

UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.

Applicant Information About UNDP Rosters
Note: UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

Non-discrimination

UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.

Scam warning

The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.

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Global Service Desk Manager

Nairobi, Nairobi KES111686 - KES121377 Y International Rescue Committee

Posted today

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Job Description

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.

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Application Support Analyst Tier 1- HCM Applications

Nairobi, Nairobi KES1200000 - KES2400000 Y We Are Oasis

Posted today

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Job Description

Schedule
: Monday to Friday, 9 hrs per shift(Night Shift)

Work Place Policy: On-site

Your primary responsibilities are to assist our client users with questions and issues pertaining to the application of the software. This includes resolving support requests, troubleshooting issues, replicating scenarios for developers to address and in-house testing of software. Occasionally train customers on components of the system.

Responsibilities:

Gather information from the client and determine the issue by evaluating and analyzing the symptoms;

Identify and escalate application defects and priority issues;

Interact with clients to provide information in response to inquiries, concerns, and requests about products and services and provide resolutions to reported issues

Offer alternative solutions where appropriate to prevent disruption in client activities

Follow up and make calls to customers when necessary;

Maintains client confidence and protects operations by keeping client and client's employee information confidential.

Makes customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships.

Stay current with system information, changes/updates and new releases

Assist the QA department in product testing

Contribute to written documentation (Knowledge Base)

Provide occasional training for internal employees and externally for clients

Skills and Experiences:

Experience with PrismHR, HRPyramid or other PEO or ASO software preferred

Ability to communicate and present information effectively with both technical and non-technical audiences

Strong knowledge of HRIS systems including payroll, benefits, and human resources

Knowledge of payroll and payroll accounting operations

Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.

Bachelor's degree or an equivalent combination of training and experience.

1-3 years' experience in a similar role

Experience with Vertex, Mastertax, Quickbooks, Peachtree or Great Plains a plus (not required)

Experience setting up and maintaining Client Accounting in HRIS system and a general understanding of Financial Accounting

American Payroll Association certification a plus

Excellent problem solving and troubleshooting skills

Excellent listening skills

Excellent phone and people skills

Ability to work independently with exceptional attention to detail

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Retail Operations Analyst - Remote Support

00100 Abothuguchi West KES95000 Annually WhatJobs

Posted 10 days ago

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Job Description

full-time
Our client, a leading international retail chain, is looking for a meticulous and analytical Retail Operations Analyst to join their expanding, fully remote support team. This role is essential for enhancing the efficiency and profitability of our client's retail operations by analyzing sales data, identifying trends, and developing actionable insights. You will be responsible for creating performance reports, monitoring key operational metrics, and collaborating with regional managers to implement improvements. The ideal candidate possesses strong analytical skills, a thorough understanding of retail metrics, and proficiency in data analysis tools. You will play a key role in optimizing inventory management, improving customer experience, and driving sales performance across various store locations. This position requires a proactive and detail-oriented individual capable of managing complex data sets and delivering clear, concise recommendations in a remote setting. Key responsibilities include analyzing sales and customer data to identify opportunities for growth, developing forecasts and budgets, monitoring inventory turnover, and recommending strategies for sales optimization. You will also be involved in assessing the effectiveness of marketing campaigns and promotional activities. Experience with retail analytics software, point-of-sale (POS) systems, and business intelligence tools is highly desirable. A Bachelor's degree in Business Administration, Statistics, Economics, or a related field is required, along with at least 4 years of experience in retail analytics or operations. Strong Excel skills and familiarity with data visualization tools are a must. Excellent communication and presentation skills are crucial for effectively conveying insights and recommendations to stakeholders in a remote environment. This is an excellent opportunity to contribute to the strategic success of a major retail brand from a flexible, remote position.
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