ICT Service Desk Analyst at - Nairobi, Kenya - Madison Group Limited

Description

Madison Group Limited is a locally owned financial services holding company that specializes in Insurance and wealth management services. The Group comprises of Madison Life Assurance Kenya Limited, Madison General Insurance Kenya Limited, and Madison Investment Managers Limited.

Madison Life Assurance Kenya was originally incorporated under Kenyan Laws in 1988 as Madison Insurance Company Limited (MICK) after a successful merger between Crusader Plc and Kenya Commercial Insurance Corporation.

Key Responsibilities
Reporting to the Group ICT Manager, the ICT Service Desk Analyst will be responsible for the following tasks;

Provide first-line technical support and troubleshooting assistance to internal staff regarding hardware, software, network, and other ICT-related issues.
Diagnose and resolve technical problems and escalating complex issues to the appropriate teams when necessary.
Categorize and record reported queries and provide solutions
Advise users on appropriate course of action.
Provide essential online security advice and support.

Requriements
Key Competencies Required

Familiarity with IT service management tools
Self-driven individual with ability to work with minimum supervision;
Good communication skills, both verbal and written;
Team player with excellent interpersonal skills;
Ability to maintain the highest standards of ethics, confidentiality and professionalism;

Requisite Qualifications

Bachelor's Degree in Computer Science, Information Technology, Computer Technology, Business Information Technology or a related field.
Problem-solving and troubleshooting abilities
Technical and system expertise (networking, active directory, DNS)
ITIL foundation certification will be an added advantage.
At least one year of experience is required Excellent Computer skills with hands on experience in Excel and Audit Software (e.g. ACL, CaseWare IDEA,SQL, TeamMate).