Background

AAR hospital is a 140-bed Level 5 private referral hospital that boasts a symphony of healing spaces that rejuvenates the soul, Nestled adjacent to the lush green canopy of Karura Forest along Kiambu Road. The Outpatient Department deliberately separated from the Emergency Unit welcomes you the ambience and beauty synonymous with AAR Hospital.

Job Purpose

The ICT Service Desk Analyst delivers frontline technical support and user enablement across the hospital. This role ensures effective day-to-day IT support, managing user requests and resolving technical issues to ensure high client satisfaction across the hospital, consistent documented resolution of incidents and drives effective training programs to empower staff on core systems.

Duties and Responsibilities

IT Support

• Provide first level support for all hardware and software issues logged by users.
• Advise and educate users on appropriate action.
• Follow standard service desk procedures.
• Install and support user applications such as Office 365, Windows Operating system and Hospital Applications.
• Work with IT suppliers as needed.

IT Service Management

• Log all service desk interactions and document issue resolution using the ITSM system.
• Identify and effectively prioritize situations requiring urgent attention.
• Consistently monitor the status of all logged incidents and requests and escalate to a higher resolution level when service level agreements are in breach.
• Escalating recurring incidents to Problem Management where the PM team will conduct a root cause analysis and find an ultimate solution to the incident.
• Maintain accurate inventory of all hardware and software resources and parts.
• Escalate incidents/service requests that cannot be resolved.

IT Communication and Relationship Management

• Acts as a single point of contact between the IT department and the business units for all incidents, service requests, change notifications, and any other necessary communications.
• Issue timely communication and status updates for critical and high incidents.
• Maintain excellent communication with all end users and other members of the technology department.

User Training and Onboarding

• Assist in designing and delivering training sessions for new hires and refresher courses on core applications (HMIS, ERP modules, collaboration tools).
• Develop and update user guides, quick-reference sheets, FAQs, and short video tutorials for common tasks.
• Gather feedback post-training to refine content and delivery methods.

Process Improvement and Standardization

• Identify repetitive incidents or gaps in user knowledge; propose preventive measures such as quick guides or mini workshops.
• Adhere strictly to established SOPs for incident handling, escalate deviations, and suggest refinements.
• Participate in periodic reviews of support workflows, recommending enhancements to increase efficiency.

Decision Making Authority

• Closure of incidents within SLA and follow up of escalated matters to closure.
• Escalation of recurring incidents to senior management after conducting a RCA.
• Enhancing operation excellence through exemplary quality of service.

Compliance, Health, Safety and Environmental Management

• Ensure compliance with:
  • Joint Commission International (JCI) Standards
  • Ministry of Health regulations
  • Occupational Health and Safety legislation
  • Environmental regulations (NEMA)
  • Building codes
  • Electrical codes
  • Plumbing and drainage standards
  • Fire safety regulations
  • Medical device regulations
• Develop and implement safety policies, procedures, and risk mitigation programs.
• Conduct safety inspections and environmental audits.
• Ensure safe handling, storage, operation, testing, and maintenance of equipment and infrastructure systems.
• Promote a culture of safety, environmental stewardship, and regulatory compliance throughout the organization.

Qualifications

Education

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

Professional Certification Required

• Preferably ITIL Foundation certified

Job Experience

• Minimum of three (3) years working experience in IT and at least two (2) years of healthcare experience.
• Knowledge and experience in IT Service Desk practices.

Key Competencies – Skills/ Knowledge/ Aptitude

• Service Orientation: Prioritize user needs, responding with patience and clarity.
• Process Discipline: Strict adherence to ticketing workflows, SOPs, and documentation standards.
• Analytical Thinking: Break down incidents to identify root causes and preventive actions.
• Collaboration: Work effectively with other IT functions and department stakeholders.
• Adaptability & Learning: Quickly learn new systems; integrate updates into support and training materials.
• Communication: Create clear guides and deliver concise training; provide status updates professionally.

• Provide first level support for all hardware and software issues logged by users.
• Advise and educate users on appropriate action.
• Follow standard service desk procedures.
• Install and support user applications such as Office 365, Windows Operating system and Hospital Applications.
• Work with IT suppliers as needed.
• Log all service desk interactions and document issue resolution using the ITSM system.
• Identify and effectively prioritize situations requiring urgent attention.
• Consistently monitor the status of all logged incidents and requests and escalate to a higher resolution level when service level agreements are in breach.
• Escalating recurring incidents to Problem Management where the PM team will conduct a root cause analysis and find an ultimate solution to the incident.
• Maintain accurate inventory of all hardware and software resources and parts.
• Escalate incidents/service requests that cannot be resolved.
• Acts as a single point of contact between the IT department and the business units for all incidents, service requests, change notifications, and any other necessary communications.
• Issue timely communication and status updates for critical and high incidents.
• Maintain excellent communication with all end users and other members of the technology department.
• Assist in designing and delivering training sessions for new hires and refresher courses on core applications (HMIS, ERP modules, collaboration tools).
• Develop and update user guides, quick-reference sheets, FAQs, and short video tutorials for common tasks.
• Gather feedback post-training to refine content and delivery methods.
• Identify repetitive incidents or gaps in user knowledge; propose preventive measures such as quick guides or mini workshops.
• Adhere strictly to established SOPs for incident handling, escalate deviations, and suggest refinements.
• Participate in periodic reviews of support workflows, recommending enhancements to increase efficiency.
• Closure of incidents within SLA and follow up of escalated matters to closure.
• Escalation of recurring incidents to senior management after conducting a RCA.
• Enhancing operation excellence through exemplary quality of service.
• Ensure compliance with: Joint Commission International (JCI) Standards, Ministry of Health regulations, Occupational Health and Safety legislation, Environmental regulations (NEMA), Building codes, Electrical codes, Plumbing and drainage standards, Fire safety regulations, Medical device regulations.
• Develop and implement safety policies, procedures, and risk mitigation programs.
• Conduct safety inspections and environmental audits.
• Ensure safe handling, storage, operation, testing, and maintenance of equipment and infrastructure systems.
• Promote a culture of safety, environmental stewardship, and regulatory compliance throughout the organization.

• Service Orientation: Prioritize user needs, responding with patience and clarity.
• Process Discipline: Strict adherence to ticketing workflows, SOPs, and documentation standards.
• Analytical Thinking: Break down incidents to identify root causes and preventive actions.
• Collaboration: Work effectively with other IT functions and department stakeholders.
• Adaptability & Learning: Quickly learn new systems; integrate updates into support and training materials.
• Communication: Create clear guides and deliver concise training; provide status updates professionally.

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Preferably ITIL Foundation certified
• Minimum of three (3) years working experience in IT and at least two (2) years of healthcare experience.
• Knowledge and experience in IT Service Desk practices.