At a glance
- Closing date
- 9 November 2026 (10 days left)
- Where
- Nairobi, Kenya
- How to apply
- On jobwebkenya.com, where the employer takes applications.
- Similar roles
- 140 other open Information Technology & Software roles on the Kenya board right now.
- This employer
- One Acre Fund has 10 open roles on RezSync.
About the Role
Seeking a motivated Junior ITSM Technician Intern to provide first-level IT support, troubleshoot user issues, manage service requests, and deliver excellent customer service while developing practical ITSM and technical support skills.
Responsibilities
Service Desk Operation and Management
Adhere to service desk policies, processes, and guidelines
Provide first-level support for basic user inquiries under supervision.
Escalate complex issues to higher-level technicians.
Communicate with users to provide updates and clarify simple issues.
Follow detailed procedures for troubleshooting hardware, software, and user errors.
Assist in improving ticket documentation by logging essential details in the system.
Outcomes achieved:
Timely responses to user inquiries.
Accurate documentation of service desk interactions.
Successful escalation of complex problems to higher-level support.
Documentation / Knowledge Management
Follow and update basic documentation for common issues.
Log communication and issue resolution according to ITSM procedures.
Use existing diagnostic scripts and templates.
Resolution of Service Requests and basic incidents
Resolve common requests/service requests, such as:
Basic troubleshooting of hardware and software.
User licensing and account setup.
Assist users with training and resolving user errors.
Qualifications
Across all roles, these are the general qualifications we look for. For this role specifically, you will have:
Technical Skills:
Foundational IT knowledge and basic troubleshooting skills.
Familiarity with ITIL foundations and ITSM concepts.
Knowledge
Understanding of organizational technology policy and service desk procedures.
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