Service Desk Officer 2

Médecins Sans Frontières/Doctors Without Borders (MSF) is an international independent medical humanitarian organisation that provides assistance to people affected by conflicts, epidemics, and natural or human-made disasters and excluded from healthcare.
We provide this assistance without discrimination, irrespective of race, religion, creed or political affiliation.

MSF Eastern Africa is the regional institutional office of MSF. It focuses on representation and networking, recruiting and supporting staff from the region, communications and fundraising, as well as working on other dossiers of importance to MSF such as Diversity, Equity and Inclusion (DEI), Data Protection, mutualization, training, medical operational support and environmental health.

This position will be hierarchically and functionally accountable to IT Officer.
The Service Desk Officer is responsible for providing efficient and effective technical support to end users within the organization.

Technical and Operational Responsibilities

• Provide prompt and courteous technical assistance to end users for hardware and software issues.

• Diagnose and resolve problems related to technologies used in the office: Office 365 services, Windows 11, ERP, etc.

• Address and resolve issues with SIM card activation, connectivity, and functionality.

• Troubleshoot and address internet connectivity issues to ensure uninterrupted access.

• Assist in setting up and managing user accounts, subscriptions, and access to SIM card services.

• Configure permissions, access controls, and document libraries in SharePoint to support SIM card management.

• Install, troubleshoot, and repair computers, printers/copiers, mobile devices, and other IT equipment.

• Ensure proper functionality of conference room equipment, printers, Wi-Fi access points, and SIM card-related tools.

• Communicate effectively with users, different departments, and stakeholders to understand and address IT needs.

• Collaborate with the IT team to identify and resolve IT infrastructure-related challenges.

• Adhere to and enforce IT security policies and procedures.

• Support data backup, restore, and recovery processes to ensure data protection.

• Provide regular updates and reports on IT support activities, user issues, and SIM card-related solutions.

• Maintain accurate documentation of SIM card troubleshooting procedures, resolutions, and improvements.

• Support onboarding and deboarding of staff.

Other Responsibilities

• Integrate EDI & Safeguarding aspects in area of work responsibility, including policies and practices.

• Recognize, respond, and document any form of abuse or inappropriate behavior and alert the safeguarding unit of any suspected potential abuse.

• Proactively participate in the individual performance management process including objective setting, performance monitoring and performance evaluation.

Education:

• A Bachelor’s degree/Diploma in Computer Science, Information Technology or an equivalent qualification from a recognized institution.

Experience:

• At least two (2) years of experience in an IT support role, encompassing hardware, software, and network troubleshooting in a similar context.

• Field experience with MSF or other humanitarian NGOs is an added advantage.

• Hands-on experience with Microsoft 365, Windows 10/11, Teams, Intune, and Active Directory/Entra ID.

• Proficiency in diagnosing and resolving hardware and software problems for end users.

• Relevant certifications such as ITIL, CompTIA A+, CompTIA Network+, or Microsoft certifications can be beneficial.

• Experience using ITSM tools in handling IT support.

• Fluency in English is required, and knowledge of French and a third language is an added advantage.

Technical Competencies

• Strong troubleshooting skills to quickly diagnose and resolve technical issues.

• Strong customer service orientation and the ability to deliver effective technical support with patience and professionalism.

• Capability to provide regular updates and reports on IT support activities, including SIM card-related issues.

Behavioral/General Competencies

• Capacity to adapt solutions to address unique challenges.

• Ability to work collaboratively with the IT team and other departments to resolve IT-related challenges.

• Willingness to stay up to date with new technologies and industry trends.

• Ability to communicate and problem-solve effectively across diverse cultures with sensitivity.

• Ability to interact effectively with users and various departments to understand and address IT needs.

• Skill in maintaining accurate records of support activities, solutions, and improvements.

• Security awareness and management.

• An open-ended full-time employment contract through MSF East Africa Section Office in Nairobi, Kenya.

• An annual salary of EUR 15,176 at HQ Grade 5 based on a full-time appointment.

• Social benefits package; allowances ranging between EUR 188 to 295/month based on individual & administrative status.

• Other benefits include: 25 days of annual leave, Employer Pension contribution and medical insurance cover (staff and family) based on MSF EA terms/conditions.

• This vacancy is open only for applicants with the right to live and work in Kenya.

• If you recognize yourself in this profile, we welcome you to apply directly through the APPLY NOW button

• Applicants are required to upload a Letter of Motivation + Curriculum Vitae (in English) in PDF format as one combined document.

• The closing date for applications is Friday, 21 November 2025.

• If you have any questions regarding your application, please contact [email protected] before the vacancy closing date. Kindly use this email only for technical issues related to your application, for example, if you do not receive an automated response or encounter problems uploading documents. Applications sent directly to this email will not be considered.

The protection of your personal data is important to MSF. By submitting your application, you consent to MSF using your personal data only for the recruitment process to have all the information and documents necessary to proceed with the recruitment, validation of your application and selection of the most suitable candidate.
Your personal data will be treated confidentially. MSF will not use your personal data in any other way not foreseen for purposes of recruitment.

MSF is an equal-opportunity employer and does not charge any application/recruitment fee.
MSF values diversity and is committed to creating an inclusive working environment. We welcome applications from all qualified candidates regardless of disability, gender identity, marital or civil partnership status, race, color or ethnic and national origins, religion or belief, or sexual orientation, and all other diversity characteristics.
Women and persons with disability are encouraged to apply.

Lately MSF is a civil society initiative that brings together individuals committed to the assistance of other human beings in crisis. As such MSF is by choice an association. Each individual applying for MSF roles does it out of conviction and is ready to uphold the values and principles of MSF.