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Junior Service Desk Technician

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Devex

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Location:
Rwanda; Kenya , Kigali ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

About the Young Professionals Program: One Acre Fund’s Young Professionals Program offers high-performing African graduates meaningful internships and training opportunities at a high-performing, mission-driven organization. Our internships are paid and all interns can expect to receive substantive work assignments working on high-impact projects that support One Acre Fund’s operations. When joining, interns will participate in an onboarding program and receive training on how to design and execute projects. Over the period of your internship, you will get the opportunity to work with like-minded individuals and receive learning opportunities to build strong foundations for your future career. About the Role: The Junior Service Desk Technician will provide basic first-level remote support to users, ensuring excellent customer service, and assisting in resolving user inquiries under supervision.

Job Responsibility:

  • Adhere to service desk policies, processes, and guidelines
  • Provide first-level support for basic user inquiries under supervision
  • Escalate complex issues to higher-level technicians
  • Communicate with users to provide updates and clarify simple issues
  • Follow detailed procedures for troubleshooting hardware, software, and user errors
  • Assist in improving ticket documentation by logging essential details in the system
  • Follow and update basic documentation for common issues
  • Log communication and issue resolution according to ITSM procedures
  • Use existing diagnostic scripts and templates
  • Resolve common requests/service requests, such as: Basic troubleshooting of hardware and software
  • User licensing and account setup
  • Assist users with training and resolving user errors

Requirements:

  • Diploma/Bachelor’s Degree in IT with 6 months of experience
  • Foundational IT knowledge and basic troubleshooting skills
  • Familiarity with ITIL foundations and ITSM concepts
  • Understanding of organizational technology policy and service desk procedures

Nice to have:

Proficiency in speaking French (Rwanda applicants)

What we offer:
  • Interns will be provided with a reasonable stipend for the duration of their contract
  • Weekly check-ins with your manager
  • Access to mentorship and training
  • Regular feedback on your performance
  • Career reviews every one-three months
  • Time to discuss your aspirations and career goals
  • Opportunity to shape a growing organization and gain rewarding technical experience

Additional Information:

Job Posted:
February 18, 2026

Expiration:
April 21, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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