IT Support (Helpdesk Tier-1)

ABOUT THE COMPANY

About Kaizen Helpdesk
Kaizen Helpdesk is an IT support company delivering Tier-1 help desk and service desk support. We support MSPs and SMBs through professional, process-driven customer service and continuous improvement.

JOB SUMMARY

About Kaizen HelpdeskKaizen Helpdesk is an IT support company delivering Tier-1 help desk and service desk support. We support MSPs and SMBs through professional, process-driven customer service and continuous improvement.Role SummaryAs an IT Support Agent (Helpdesk, Tier 1), you will be the first point of contact for end users. You will troubleshoot common IT issues, document every interaction clearly, follow SOPs, and escalate correctly when an issue requires Tier-2/3 support. Your success is measured by speed, accuracy, customer experience, and documentation quality.

RESPONSIBILITIES

Ticket Handling and Customer Support• Respond to inbound tickets via phone, email, and chat (based on client workflow).• Verify user identity and gather complete issue details (symptoms, impact, urgency, device info).• Triage and categorize tickets accurately (issue type, priority, affected service, client/site).• Provide calm, professional support to non-technical users.Tier-1 Troubleshooting (Examples)• Password resets, account lockouts, MFA guidance (per client policy).• Basic Microsoft 365 end-user troubleshooting (Outlook, Teams, OneDrive basics).• VPN connectivity triage (client setup checks, basic connectivity troubleshooting, escalation triggers).• Windows/macOS basics: performance issues, application errors, basic settings.• Printer and connectivity triage (driver checks, queue issues, network basics).• Wi-Fi/Ethernet troubleshooting (basic checks, known fixes, when to escalate).• Remote support sessions using approved tools (per client security requirements).Documentation and Process Discipline• Write clear ticket notes that allow another technician to take over without re-asking questions.• Follow SOPs and knowledge base articles, and propose updates when documentation is missing or unclear.• Attach relevant evidence (screenshots/logs) when allowed and necessary.• Escalate with complete context, “what we tried,” and next recommended actions.Quality and Continuous Improvement• Meet response time, resolution time, and documentation standards.• Participate in QA reviews, coaching sessions, and weekly improvement discussions.• Identify recurring ticket drivers and suggest SOP/KB improvements to reduce repeat incidents.Required Skills and Qualifications• Diploma or degree in IT, Computer Science, or related field (or equivalent experience).• Strong troubleshooting mindset and willingness to follow structured processes.• Excellent spoken and written English.• Familiarity with Windows and basic networking concepts (IP, DNS, Wi-Fi, VPN basics).• Comfort using ticketing systems and remote support tools (or ability to learn fast).• Professional customer service skills: patience, empathy, clarity, and confidence.Preferred Qualifications (Nice to Have)• ITIL Foundation (or familiarity with ITIL concepts like incident, request, SLA, priority).• Familiarity with ticketing tools (Zendesk, Freshservice, Jira Service Management, ServiceNow, etc.).• Familiarity with MSP tools (ConnectWise/Autotask, RMM tools) is a plus.• Microsoft 365 fundamentals certifications (or equivalent practical experience).Performance Expectations• First Contact Resolution (FCR): Target 70–80%.• Accurate ticket categorization and prioritization.• High-quality documentation with minimal follow-ups.• Consistent adherence to SOPs and escalation rules.• Strong customer satisfaction and professional communication.• Continuous improvement contributions (KB updates, SOP suggestions, recurring issue insights).Working Conditions• Nairobi (on-site).

REQUIRED SKILLS

Customer service, Word processing and office software, Verbal communication, Written communication, Answering telephones and call management, Problem solving, Time management, Empathy, IT support, Reporting

REQUIRED EDUCATION

Diploma, Associate's degree