IT Service Desk Analyst

Madison Group Limited, one of Kenya's leading financial services holding companies with interests in life assurance, general insurance, and investment management, is looking for a technically skilled and customer-focused IT Service Desk Analyst to join its Information Technology team in Nairobi. This is a full-time, on-site role ideal for a professional who thrives in a fast-paced enterprise environment and takes pride in delivering timely, high-quality IT support to internal users across the Group.

In this role, you will serve as the primary point of contact for all IT-related incidents and service requests, ensuring that issues are logged, triaged, resolved, or escalated efficiently within agreed service level agreements. You will support a diverse user base across multiple business units, contributing directly to business continuity and operational efficiency within a regulated financial services environment.

• Act as the Single Point of Contact (SPOC) for all IT incidents and service requests received via phone, email, walk-ins, and the ticketing system.
• Log, categorize, prioritize, troubleshoot, and resolve incidents within defined SLA timeframes.
• Escalate complex or unresolved incidents to 2nd line support teams or external vendors while retaining ownership of the incident lifecycle through to resolution.
• Provide first-line support for Windows OS, Microsoft Office Suite, email platforms, printers, VPN, LAN/WAN, and user account management.
• Fulfill service requests including account provisioning, password resets, access management, and software installation.
• Deliver remote support using approved tools; assist with setup and configuration of desktops, laptops, mobile devices, and peripherals.
• Perform basic network troubleshooting covering TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity issues.
• Maintain accurate and up-to-date IT asset inventory, knowledge base articles, support documentation, and service records.
• Generate and distribute IT service desk performance reports and updates to relevant stakeholders.
• Collaborate with internal teams and external vendors to ensure seamless service delivery and minimal business disruption.
• Enforce compliance with access management policies and IT security procedures at all times.

• Diagnose and resolve hardware, software, and connectivity issues across a mixed enterprise environment with minimal supervision.
• Communicate technical information clearly and empathetically to non-technical end users, maintaining a high standard of customer service throughout every interaction.
• Manage a high volume of concurrent incidents and service requests by effectively prioritizing tasks under pressure without compromising quality.
• Apply knowledge of ITIL principles to incident, request, and escalation management workflows.
• Configure and troubleshoot Windows-based endpoints, Microsoft 365 applications, and network access components including VPN and Active Directory.
• Document resolutions and build reusable knowledge base articles that reduce repeat incidents over time.
• Demonstrate professionalism, integrity, and discretion when handling sensitive information in a financial services context.
• Hold a Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• Bring 2 to 4 years of hands-on experience in an IT support or service desk role within a mid-to-large organization.
• Possess or be working toward certifications such as ITIL Foundation, CompTIA A+, or CompTIA Network+ — these will be a strong advantage.

Madison Group Limited offers a competitive compensation package in line with market rates for this level of role. Based on the experience range and the financial services sector in Kenya, the estimated monthly gross salary for this position falls between KES 80,000 and KES 130,000. The final offer will reflect the candidate's qualifications, certifications, and relevant experience. Additional benefits typical of a Group of this size and standing apply.

This role is best suited for a proactive IT professional with 2 to 4 years of service desk experience who is comfortable working in a structured, SLA-driven environment. You should have a genuine passion for helping users, strong attention to detail in documentation, and the technical breadth to handle a wide variety of endpoint and connectivity issues. Candidates with prior experience supporting users in a financial services, insurance, or similarly regulated sector will have a strong advantage.

Please do not apply if you have fewer than 2 years of hands-on IT support experience, lack a relevant Bachelor's degree, or are unwilling to work fully on-site in Nairobi. This is not a software development or systems administration role — applicants seeking those career paths should look for more suitable openings.

• Prepare an updated CV and a concise cover letter highlighting your IT support experience, relevant certifications, and why you are interested in joining Madison Group Limited.
• Submit your application through the Madison Group Limited careers portal or the platform where you discovered this listing before the deadline of 25th June 2026.
• Shortlisted candidates will be contacted for a technical screening followed by a panel interview.
• Note: Madison Group Limited does not charge any fee at any stage of the recruitment process. Do not pay for any certification, notarization, or assessment in connection with this application.