JOB PURPOSE

This role offers a structured learning and development opportunity for a high-potential university graduate in ICT or a related field who is seeking to build a strong foundation in enterprise technology and digital transformation. The Graduate Trainee – ICT will contribute to the delivery of reliable, user-centred ICT services while gaining practical exposure to technology operations, service management, innovation, and project delivery within a dynamic organisational environment.

Working closely with the ICT team, the Graduate Trainee will support initiatives aimed at enhancing organisational efficiency through technology-enabled solutions and continuous improvement. The trainee will provide Level 1 user support, facilitate the adoption of existing and emerging digital tools, and assist in managing user accounts and access requests.

The role will also support effective ICT governance and operational excellence through the maintenance of technology assets, development of knowledge resources, and participation in ICT projects. Through these responsibilities, the Graduate Trainee will gain valuable hands-on experience while contributing meaningfully to the organisation’s digital productivity and service delivery objectives.

Science for Africa Foundation is committed to fostering a culture grounded in Respect, Accountability, Diversity, Equity & Inclusion (DE&I), and Excellence. We seek individuals who embody these values in their work and interactions.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Deliver exceptional first-line support to end-users experiencing technical difficulties across various communication channels, including phone, email, and in-person interactions.
• Leverage your analytical skills to diagnose and efficiently resolve a wide range of hardware, software, and network-related issues. Seamlessly escalate complex matters to senior IT personnel while maintaining clear communication with users throughout the resolution process.
• Assist with the configuration, deployment, and setup of computers, peripherals, and software applications for new employees, ensuring they possess the requisite tools for optimal performance.
• Meticulously manage user accounts and access permissions in accordance with established company policies. This includes account creation, modification, and deactivation as needed while prioritising data security and integrity at all times.
• Document support requests, resolutions, and troubleshooting procedures to contribute to the development and maintenance of a comprehensive knowledge base. This fosters self-service capabilities and enhances overall departmental efficiency.
• Continuously expand your knowledge by actively participating in training sessions and workshops to stay abreast of the latest IT support and customer service trends and best practices.
• Foster a collaborative work environment by effectively partnering with other IT team members to resolve technical issues promptly.
• Additionally, collaborate with cross-functional teams to implement IT projects and initiatives that drive organisational productivity and efficiency.
• Provide comprehensive analysis and support for implementing new and existing solutions, maximising their value.
• Track and monitor the resolution time for reported technical issues to ensure efficient and timely support.
• Implement strategies to reduce the recurrence of common technical problems through proactive troubleshooting and preventive measures.
• Assist in the implementation of ICT projects, including system upgrades, migrations, and deployments.
• Participate in project planning, testing, and evaluation activities under the guidance of senior ICT staff.

PERSON SPECIFICATIONS

Academic Qualifications

• Should have graduated in 2025 or 2026
• Bachelor’s degree with a minimum of upper second-class honours in information technology, Information Science, Computer Science, Business IT (BBIT), or a related field.
• Should have a B+ and above in the Kenya Certificate of Secondary Education (KCSE) or its equivalent
• Kenyan citizen.

Experience

No experience required

Leadership Competencies

• Demonstrates curiosity, openness to feedback, and ability to apply new knowledge.
• Takes responsibility for assigned tasks and meets deadlines reliably.
• Communicates clearly and professionally with colleagues and stakeholders.
• Collaborates effectively and contributes positively to team objectives.
• Shows developing ability to analyse information and support problem-solving.
• Adjusts to changing environments and proactively supports tasks and learning.

Knowledge, Skills and Attributes

• Must understand and demonstrate the Foundation’s values such as respect, accountability, excellence, diversity, and inclusion.
• Must demonstrate the ability to pay attention to details.
• Must promote knowledge sharing and learning.
• Must have a high level of integrity and flexibility.
• Must embrace continuous learning and improvement.
• Must possess client relations and collaboration with other team members.
• Client-focused approach.

Key Result Areas

• Timely resolution of calls
• Timely submission of reports, e.g., service desk reports
• Customer satisfaction
• Technical issue resolution and resolution
• IT policies and procedures enforcement
• Professional development