IT Helpdesk Support Officer Job (50K)

IT Jobs.

Industry: IT,

Location: Nairobi

Gross Salary: Ksh 50,000,

Job Summary

Our client is a leading provider of cost-effective software solutions and services tailored to the specific needs of small and medium-sized enterprises (SMEs) looking to hire a IT Helpdesk Support Officer who will serve as the first point of contact for users seeking technical assistance. The role involves receiving and responding to incoming calls, emails, and support tickets, providing first-line troubleshooting, resolving basic software-related issues, and ensuring a positive user experience by delivering timely and accurate support.

Key Responsibilities

• Act as the first point of contact for all user support requests via phone, email, and ticketing systems
• Provide first-line technical support for software, systems, and basic IT-related issues
• Log, track, and manage support requests accurately in the service desk system
• Diagnose and resolve common user issues using standard procedures and knowledge base articles
• Guide users through step-by-step troubleshooting and usage instructions
• Escalate unresolved or complex issues to second-line or technical teams with clear documentation
• Follow up with users to ensure issues are resolved and service expectations are met
• Maintain high levels of professionalism, empathy, and customer service at all times
• Adhere to service level agreements (SLAs), support processes, and company policies
• Contribute to the maintenance and improvement of support documentation and FAQs

Qualifications

• Diploma or bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• Previous experience in a helpdesk, call center, or technical support role is an advantage
• IT support or customer service certifications are a plus

Required Skills and Competencies

• Strong verbal and written communication skills
• Customer service–oriented mindset with a calm and professional attitude
• Basic understanding of software applications, operating systems, and common IT concepts
• Ability to troubleshoot and resolve issues systematically
• Strong listening skills and attention to detail
• Ability to manage multiple requests and prioritize effectively
• Proficiency in using ticketing systems, email, and standard office tools
• Willingness to learn new systems and technologies

Working Conditions

• May require shift work, including evenings, weekends, or holidays
• Office-based, hybrid, or remote work depending on organizational requirements
• Fast-paced environment with frequent user interaction

How to Apply

If you are up to the challenge and possess the necessary qualifications and experience, please send your CV only quoting the job title in the email subject (IT Helpdesk Support Officer) to jobs@corporatestaffing.co.ke before 1^st May 2026

NB: Only shortlisted candidates will be contacted. If you do not receive any communication from us within two weeks of your application, kindly consider your application unsuccessful. We appreciate your interest and thank you for applying

Corporate Staffing Service never asks candidates to pay any money or pay for tests at any stage of the recruitment process.