Junior Service Desk Technician - Internship

This position is remote based in Nairobi.

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.

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

For this role specifically, you will have:

• Diploma/Bachelor's Degree in IT with 6 months of experience.
• Foundational IT knowledge and basic troubleshooting skills.
• Familiarity with ITIL foundations and ITSM concepts.
• Understanding of organizational technology policy and service desk procedures.

Career Growth and Development

One Acre Fund has a strong culture of constant learning and deep investment in its people. You will benefit from:

• Weekly check-ins with your manager.
• Access to mentorship and training.
• Regular feedback on your performance.
• Career reviews every one-three months to discuss aspirations and career goals.
• The opportunity to shape a growing organization and gain rewarding technical experience.