One Acre Fund Junior ITSM Technician Intern Jobs in Kenya
Job Summary
Provide first-level IT support to users by resolving basic technical issues, managing service requests and supporting service desk operations.
Assist in maintaining IT service management processes, documentation and knowledge resources while developing practical technical support, customer service and ITSM skills.
Support effective delivery of IT services through issue resolution, escalation management and accurate ticket documentation.
Key Responsibilities
Service Desk Operations & User Support
Adhere to established service desk policies, procedures and guidelines.
Provide first-level support for user inquiries and technical support requests under supervision.
Assist users in resolving basic hardware, software and account-related issues.
Communicate with users regarding service requests, progress updates and issue resolution status.
Escalate complex incidents and unresolved issues to higher-level support teams.
Follow established troubleshooting procedures and service workflows.
Ensure timely responses to user requests and support tickets.
Maintain a customer-focused approach in all interactions.
Incident & Service Request Management
Resolve common service requests and routine technical issues.
Support user account creation, licensing and access management activities.
Assist with troubleshooting user errors and basic application issues.
Support users with technology guidance and system usage assistance.
Ensure incidents and service requests are processed according to ITSM standards.
Track assigned requests through to completion or escalation.
Documentation & Knowledge Management
Maintain and update documentation for common issues and support procedures.
Log all user communications, incidents and resolutions accurately within the service management system.
Improve ticket documentation by capturing relevant technical and operational information.
Utilize diagnostic scripts, templates and knowledge base resources during issue resolution.
Contribute to continuous improvement of support documentation and knowledge repositories.
Technical Support Activities
Perform basic troubleshooting of computer hardware and software issues.
Support user onboarding and account setup activities.
Assist with software installation, configuration and user guidance where appropriate.
Support maintenance of standard IT support procedures and practices.
Participate in learning and skill development opportunities within the IT function.
Expected Outcomes
Timely and professional responses to user inquiries.
Accurate documentation of incidents, service requests and resolutions.
Effective escalation of complex technical issues.
Improved user satisfaction and service desk effectiveness.
Consistent adherence to ITSM
processes and procedures.
Qualifications
Recent graduate or early-career professional with relevant Information Technology, Computer Science or related academic background.
Foundational understanding of Information Technology concepts.
Interest in IT Service Management and technical support careers.
Technical Skills
Basic Hardware Troubleshooting.
Basic Software Troubleshooting.
User Account Administration.
IT Service Desk Support.
Incident Management.
Service Request Management.
IT Documentation and Record Keeping.
Customer Support and Technical Assistance.
Microsoft Office Applications.
Basic Systems Administration Concepts.
Knowledge Requirements
Foundational knowledge of Information Technology systems and support processes.
Familiarity with ITIL Foundations and IT Service Management concepts.
Understanding of organizational technology policies and service desk procedures.
Awareness of ticketing systems and support workflows.
Key Competencies
Customer Service Orientation.
Problem-Solving Skills.
Communication and Interpersonal Skills.
Attention to Detail.
Teamwork and Collaboration.
Time Management and Organization.
Learning Agility and Adaptability.
Accountability and Professionalism.
Analytical Thinking.
Ability to Follow Procedures and Guidelines.
Career Growth & Development
Structured onboarding and technical training.
Weekly coaching and feedback sessions.
Access to mentorship and learning opportunities.
Career reviews every one to three months.
Exposure to enterprise IT service management practices.
Opportunity to gain hands-on experience supporting large-scale organizational operations.
Development of practical technical support and ITSM skills.
Benefits
Monthly internship stipend.
Professional development and mentorship opportunities.
Rural-area-based interns may receive support in locating suitable housing.
Opportunity to work within a mission-driven international organization supporting millions of smallholder farmers.
Eligibility
Open only to citizens or permanent residents of Kenya and Rwanda.
Preferred start date: As soon as possible.
How to apply
For more information and job application details, see; One Acre Fund Junior ITSM Technician Intern Jobs in Kenya
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