1,059 Helpdesk Analyst 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.

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.

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

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

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

Overview

Influx is a growing and profitable startup that delivers on-demand, 24/7 customer support to high-performing tech companies and global brands. Headquartered in Australia and powered by a team of 1000+ professionals worldwide, we pride ourselves on delivering fast, flexible, and scalable support that meets our clients' exacting standards - every day of the year.

We are currently seeking a highly motivated Support Agent to join our team for a new client project in the e-commerce sector. This is an exciting opportunity to work with a dynamic and innovative brand, providing technical assistance and ensuring a seamless customer experience.

About the role

As a Technical Support Agent, you will be the first point of contact for customers, troubleshooting a wide range of complex issues that arise in online commerce. You'll be working on a unique blend of customer service and light technical tasks to ensure smooth operations for our clients.

In this role, you will:

• Respond to customer inquiries via email, chat, and other communication channels.
• Troubleshoot and resolve a wide range of issues which on the "hard" end of the spectrum involve debugging APIs and web platforms ("stripe", "shopify" and so on)
• Log and manage support tickets with a high degree of conscientiousness and attention to detail.
• Maintain a clear understanding of the client's business and operating model (e.g., e-commerce, shipping systems) to effectively address issues.
• Collaborate with internal teams to escalate complex issues as needed.

What You'll Need

Technical Competencies:

• Proven experience understanding and troubleshooting complex problems and systems
• Familiarity with using
  Postman for API troubleshooting
  is a plus.
• Ability to
  read log files
  and
  basic scripting knowledge
  is an advantage.
• Basic
  SQL skills
  are also a nice-to-have.

Soft Skills:

• Excellent English communication (spoken and written)
• Ability to simplify technical explanations
• Patience, empathy, and active listening
• Problem-solving
• Leadership capabilities are a plus.
• We're looking for bright, quick learners with a strong working memory

Work Environment and Setup:

• Reliable and fast internet connection (30 Mbps minimum).
• A quiet and distraction-free workspace.
• Desktop/laptop with 8GB RAM minimum.

What we offer

• Work from home (WFH) arrangement.
• A supportive, collaborative, and high-performance environment at work that supports a life outside work.
• A set of international clients with high standards of excellence.
• An international team.
• Comprehensive training to equip you with the knowledge and skills necessary to excel in the role.
• Plenty of opportunities to learn from, and work with, high-performing colleagues in a fast-paced environment.

Employment type:
Full-time only, 44 hours per week.

How We Operate / Our Values:

• Treat others as you would like to be treated
• Do what you say you're going to do. Show, don't tell
• Prioritize the listener
• Truth seeking

If this sounds interesting to you, join us by clicking on Apply

IMPORTANT NOTES:

• Influx never asks candidates to make any payment throughout the entire recruitment process.
• Successful candidates will be contacted only through email ending with @
  

Responsibility:

1、Mainly responsible for technical support of photovoltaic products for villas and microgrids

2、Understanding customer requirements and providing comprehensive pre-sales technical support.

3、Collaborating with the sales team during client negotiations to address technical queries.

4、Clarifying customers' technical issues in the project's early stages, including on-site technical surveys when necessary.

5、Developing and refining pre-sales training materials, and delivering both online and offline technical training to clients.

6、Promptly addressing technical quality issues raised in customer complaints.

7、Resolving queries about product usage, maintenance, and replacement, including on-site support when necessary.

8、Improving post-sales operation and maintenance training materials, and providing related training to customers, both online and offline.

Qualifications:

1、At least 2 years of experience in the photovoltaic industry, preferably with practical experience in household photovoltaic storage systems.

2、Understanding of the operational principles, functions, installation processes, and knowledge of key products like photovoltaic storage systems, inverters, batteries, and brackets.

3、Have experience in technical support for the photovoltaic industry

Company Description

Dechans Enterprises Co., Ltd. is a Kenyan-based renewable energy solutions provider focused on deploying advanced solar technologies to bridge the energy access gap in underserved rural communities. Our core services include the design, installation, and maintenance of off-grid and hybrid solar PV systems, as well as solar water heating solutions and borehole solarization for agricultural applications. In addition to renewable energy services, we supply electrical equipment to government institutions and development agencies, supporting public infrastructure and rural electrification programs. Our products include customized solar kits and 5G-enabled solar-powered security camera systems, and our upcoming AI-powered platform will enhance post-installation service delivery.

Role Description

This is a full-time, on-site role located in Nairobi for a Technical Support Specialist. The Technical Support Specialist will be responsible for providing technical support and troubleshooting assistance to customers, ensuring customer satisfaction is achieved. Daily tasks include diagnosing technical issues, providing timely resolutions, and maintaining a high level of customer support. The role also involves analyzing technical problems and collaborating with the team to develop effective solutions.

Qualifications

• Technical Support and Troubleshooting skills
• Analytical skills for diagnosing and solving technical problems
• Customer Support and ensuring Customer Satisfaction skills
• Excellent communication skills and ability to work in a team
• Experience in renewable energy or related fields is a plus
• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field