About the company Madison Investment Managers Limited is a member of the Madison Group and is a leading Investment Management Company in Kenya licensed by the Capital Markets Authority and the Retirement Benefits Authority. The Company is recruiting for the following position: IT Service Desk Analyst The jobholder will be responsible for providing first-line IT support services by ensuring effective incident management, service Request Fulfilment and access management in line with ITIL principles and agreed Service Level Agreements (SLAs). The role serves as the single point of contact for IT-related issues and requests while ensuring timely resolution, escalation, communication and restoration of IT services. Key Responsibilities Key responsibilities for the position are as hereunder: Serve as the Single Point of Contact for all IT-related issues and requests. Provide first-line technical support for incidents received through calls, emails, ticketing systems and walk-ins. Log, categorize, prioritize, troubleshoot and resolve incidents within agreed SLAs. Escalate unresolved incidents to 2nd line support teams or vendors while maintaining ownership of the incident lifecycle. Support Windows OS, Microsoft Office Suite, email systems, printers, VPN connectivity, network access and user accounts. Process and fulfil service requests including account creation, password resets, access provisioning and software installation. Provide remote support using approved tools and assist with installation/configuration of desktops, laptops, printers and mobile devices. Ensure compliance with access management policies and procedures. Perform basic network troubleshooting including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi and VPN connectivity. Maintain accurate support documentation, knowledge base articles, IT asset inventory and service records. Prepare and circulate IT service desk reports and performance updates. Work with internal teams and external vendors to ensure efficient service delivery and business continuity Key Competencies Required Strong analytical, troubleshooting, and problem-solving skills. Excellent verbal and written communication skills with strong customer service orientation. Ability to communicate effectively with both technical and non-technical users. Ability to work under pressure, prioritize tasks and manage multiple assignments effectively. High level of professionalism, integrity and customer focus. Requisite Qualifications Qualified candidates are expected to possess the following; Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field. Minimum of 2-4 years of experience in IT support or service desk environment Professional certifications such as ITIL Foundation Certification, CompTIA A+, Network+, Microsoft certifications, or related certifications will be an added advantage. Basic networking knowledge including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi troubleshooting, and VPN connectivity. Good understanding of Microsoft Windows Operating Systems, Microsoft Office Suite, Active Directory, remote support tools and ticketing systems. Understanding of cybersecurity and access control best practices. Candidates with the required qualifications, experience and competencies who wish to apply for the above position are required to forward their applications with their CVs and copies of relevant certificates to the Human Resources Manager by clicking the “Apply” button with the Role as the Subject of the email not later than 25th June 2026.