Job at a glance
Trigyn has a contractual opportunity for an ICT Helpdesk Assistant. This resource will be working at our client site in Kenya. Job Responsibilities: The ICT Helpdesk Assistant is responsible for providing timely and effective technical assistance to client staff globally, ensuring the smooth operation of ICT systems, software, and hardware. Serving as the primary point of contact for technical support, the incumbent resolves day-to-day user issues, facilitates technical onboarding and training, and assists with critical infrastructure projects.
Key Duties and Responsibilities HQ Relocation & Logistics Coordination * Collaborate closely with the Network Infrastructure Analyst to coordinate the physical migration of ICT infrastructure devices and assets to new premises. * Liaise with third-party vendors for the installation, configuration, and testing of ICT devices at the new premises. * Perform comprehensive inventories of existing ICT equipment prior to the move and manage the compliant disposal of non-relocatable assets.
Helpdesk Operations & Technical Support * Serve as the first point of contact to receive, log, and prioritize incoming ICT support requests via phone, email, or in person. * Diagnose and resolve technical incidents spanning hardware, operating systems, network connectivity, and productivity software. * Escalate complex Tier 2/3 technical challenges to specialized infrastructure or system teams while maintaining ticket ownership.
* Track and log all service requests and resolutions within the ticketing system to maintain clear records. User Training, Onboarding, and Documentation * Guide and train staff on the effective operational use of client software, hardware, and conferencing technologies. * Manage ICT onboarding for new personnel, including account creation, device provisioning, and initial training. * Author and update user-facing knowledge base articles, standard operating procedures, and quick-reference guides.
ICT Infrastructure & Asset Maintenance * Assist in assembling, installing, configuring, and updating computer hardware, peripheral devices, and software applications. * Perform routine preventive maintenance checks and security updates across endpoint devices. * Track and maintain accurate records of software licensing and physical ICT inventory. Undertake additional project-related duties as assigned by the supervisor.
Required Qualifications and Competencies Education & Experience * Education: Bachelor’s degree with a minimum of 4 years of relevant experience OR High School Diploma with a minimum of 7 years of relevant experience. * Experience: Minimum of 2 years in a dedicated IT helpdesk or technical support role. * Systems Expertise: Hands-on experience supporting Google Workspace (Gmail, Drive, Docs, Google Voice) and video conferencing solutions.
* Asset: Prior work experience within an NGO, international organization, or the client System; relevant industry certifications (e.g., ITIL, CompTIA A+, Google Workspace Administrator) are a strong advantage. For Immediate Response, Please send your Resume to [email protected] TRIGYN TECHNOLOGIES is a multinational IT services company with resources deployed in 28 countries. TRIGYN is an ISO 9001:2015, ISO 27001:2022 (ISMS) and CMMI Level 5 certified company.
TRIGYN has offices in the United States, Canada, Switzerland and India.