ICT SERVICE DESK ANALYST – AAR HOSPITAL

ICT SERVICE DESK ANALYST – AAR HOSPITAL

Meta Description: AAR Hospital is hiring an ICT Service Desk Analyst in Kiambu. Candidates should have a Bachelor’s degree in IT or Computer Science, 3 years’ IT experience and at least 2 years’ healthcare experience.

ICT SERVICE DESK ANALYST JOB

Company: AAR Hospital

Location: Kiambu, Kenya

Job Type: Full Time

Qualification: Bachelor’s Degree, Professional Certification

Experience: 3 Years

Industry: Healthcare / Medical

Job Field: ICT / Computer

Deadline: Not Specified

JOB DESCRIPTION

AAR Hospital, a 140-bed Level 5 private referral hospital located along Kiambu Road adjacent to Karura Forest, is seeking a qualified and experienced ICT Service Desk Analyst to join its team.

The ICT Service Desk Analyst will provide frontline technical support and user enablement across the hospital. The successful candidate will be responsible for ensuring that staff have reliable access to the technology, systems and applications required to perform their duties effectively.

The role involves handling day-to-day IT support requests, troubleshooting hardware and software problems, documenting incidents, managing service requests and ensuring that issues are resolved within agreed service level agreements. The successful candidate will also work closely with other IT functions, hospital departments and external technology suppliers to ensure efficient resolution of technical problems.

The position requires an individual with strong service orientation, excellent communication skills and the ability to work patiently with users from different departments. Since the role is based within a healthcare environment, the candidate should be comfortable supporting systems that are critical to hospital operations and should understand the importance of maintaining confidentiality, reliability and service continuity.

The ICT Service Desk Analyst will also support user onboarding and training. This includes assisting new employees with technology setup and delivering training on core hospital applications such as Hospital Management Information Systems, ERP modules and collaboration tools. The successful candidate will prepare user guides, FAQs, quick-reference materials and other resources that help employees effectively use the organization's technology.

The role also involves identifying recurring technical incidents and recommending preventive measures. The analyst will participate in reviewing IT support processes, identifying gaps and suggesting improvements that enhance service quality and operational efficiency.

KEY RESPONSIBILITIES

IT SUPPORT

Provide first-level support for hardware and software issues reported by users.

Troubleshoot technical problems and advise users on appropriate solutions.

Install and support Windows operating systems, Office 365 and hospital applications.

Follow established service desk procedures.

Work with IT suppliers and external support providers when necessary.

Escalate unresolved incidents to the appropriate technical teams.

IT SERVICE MANAGEMENT

Log and document all service desk interactions using the ITSM system.

Prioritize incidents and service requests according to urgency and business impact.

Monitor logged incidents and requests through to resolution.

Escalate issues when service level agreements are at risk of being breached.

Escalate recurring incidents to Problem Management for root cause analysis.

Maintain accurate records of hardware, software and IT resources.

Follow up on escalated incidents until they are resolved.

IT COMMUNICATION AND RELATIONSHIP MANAGEMENT

Serve as the main point of contact between the IT department and hospital business units.

Communicate incidents, service requests and system changes to relevant users.

Provide timely updates on critical and high-priority incidents.

Maintain professional communication with end users.

Work collaboratively with other members of the technology department.

USER TRAINING AND ONBOARDING

Support the onboarding of new employees from an IT perspective.

Assist in delivering training on HMIS, ERP modules and collaboration tools.

Conduct refresher training for existing users.

Develop and update user guides, FAQs and quick-reference materials.

Create short video tutorials for common technical tasks.

Collect user feedback and improve training content accordingly.

PROCESS IMPROVEMENT

Identify recurring technical incidents and knowledge gaps.

Recommend preventive solutions such as user guides and workshops.

Follow established SOPs and IT service management procedures.

Participate in reviews of IT support workflows.

Recommend improvements that increase service desk efficiency and user satisfaction.

QUALIFICATIONS AND REQUIREMENTS

Bachelor’s degree in Information Technology, Computer Science or a related field.

ITIL Foundation certification is preferably required.

Minimum of 3 years' experience working in IT.

At least 2 years' experience working within a healthcare environment.

Knowledge and experience in IT Service Desk practices.

Experience with ITSM systems and incident management.

Good understanding of hardware and software troubleshooting.

Experience supporting Windows operating systems and Microsoft Office 365.

Ability to support hospital information systems and other business applications.

KEY COMPETENCIES

The ideal candidate should demonstrate strong service orientation, patience and the ability to understand and respond effectively to user needs. Strong process discipline is required, particularly when handling ticketing workflows, SOPs and technical documentation.

The candidate should also have strong analytical thinking and problem-solving abilities, enabling them to investigate incidents, identify possible root causes and recommend preventive solutions.

Excellent communication skills are essential because the role involves interacting with technical and non-technical users across different hospital departments. The successful candidate should be able to explain technical information clearly and provide professional updates on ongoing incidents.

Adaptability and willingness to learn are also important, as the analyst will be required to quickly learn new systems and incorporate technology updates into user support and training materials.

COMPLIANCE AND SAFETY

The successful candidate will be expected to support compliance with applicable healthcare, occupational safety, environmental and regulatory requirements, including Joint Commission International standards, Ministry of Health regulations, occupational health and safety legislation, NEMA requirements and relevant medical device and infrastructure regulations.

The role also requires supporting safe and compliant handling, operation and maintenance of technology equipment and infrastructure while promoting a culture of safety and regulatory compliance.

HOW TO APPLY

Interested and qualified candidates should send their application letter and CV ONLY to:

recruitment@aarhospital.com

Candidates should indicate their expected salary in the application letter.

APPLICATION DEADLINE

Deadline: Not Specified

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