Officer, IT, BRAC Kenya Company Limited

Career with BRAC International

BRAC is an international development organisation founded in Bangladesh in 1972 that partners with over 130 million people living with inequality and poverty globally to create sustainable opportunities to realise potential. BRAC’s community-led, holistic approach is reflected in its unique integrated development model, which brings together social development, microfinance, social enterprises, and ultra-poor graduation for lasting, systemic change.

BRAC has been one of the pioneers of microfinance since it first began in 1974. It expanded its microfinance operations internationally in 2002 and now operates in eight countries across Asia and Africa, outside of Bangladesh, serving more than 930,000 clients — 96% of whom are women (as of March 2025).

BRAC Kenya Company Limited (BKCL) is the newest financial services entity. BKCL is fully owned by BRAC International Holdings B.V. (BIHBV), a socially responsible for-profit organisation. Registered as a private company limited by shares in February 2024, BKCL obtained its Digital Credit Provider (DCP) licence from the Central Bank of Kenya in June 2025.

BKCL’s mission is to provide a range of financial services responsibly to people at the bottom of the pyramid, with a particular focus on empowering women living in poverty in rural and hard-to-reach areas by creating self-employment opportunities, building financial resilience, and harnessing their entrepreneurial spirit.

In line with its mission, BKCL will offer inclusive, accessible, affordable, and convenient credit products tailored to the needs of the local community. Its core credit products include group-based microloans provided exclusively to women, and small enterprise loans for entrepreneurs seeking to grow their businesses. It is also exploring innovative solutions to meet the unique financial needs of rural smallholder farmers and the youth population. In all its endeavours, BKCL will adhere to the Universal Standards for Social and Environmental Performance Management (USSEPM) and the Client Protection Standards, placing clients’ well-being at the centre of everything it does to achieve its mission.

Officer, IT, BRAC Kenya Company Limited

The IT Officer will be responsible for providing an effective, professional and customer-focused ICT support service, ensuring that all incidents, requests, and queries are captured and progressed swiftly to meet staff and customer needs as agreed in established service level expectations of the business. The IT Officer is the first point of contact for all staff at BKCL for information technology support.

Key Responsibilities :

• Provide an efficient single point of customer contact BKCL staff regarding incidents and service requests through the available communication channels (phone, email, service desk tools).
• Deliver first-line ICT support services such as password resets, user account locking / unlocking, and general inquiries.
• Work with service providers to provide support for local area networks (Wi-Fi, Internet access) and desktop computing infrastructure to users.
• Prepare and process incident and change reports, among others.
• Ensure that all reported or identified incidents and service requests are logged into the service desk tool, well categorized, prioritized, and assigned to the appropriate internal or external technical support person.
• Escalate where appropriate, to other relevant stakeholders of high impact incidents and follow through to complete the resolution of such incidents.
• Solicit feedback and issue resolution progress from technical teams and provide regular updates to users regarding incidents and service requests.
• Ensure all relevant service desk processes and procedures are up to date, identifying process improvements where possible.
• Analyze trends, investigate recurring incidents, evaluate and produce documented resolutions, in order to prevent future problems.

Safeguarding Responsibilities :

Educational & Experience Requirements :

Required Competencies :

Salary : Negotiable