The United
States International University - Africa is the leading international
university in East and Central Africa catering to over 5600 students representing
62 nationalities and with a global network of over 10000 alumni.
USIU is
committed to providing a quality, international education through world-class
service delivery platforms.
Service Delivery
Administrator - Roaming Team Leader
Job Purpose: Manage and coordinate the service
delivered by the roaming team in conjunction with the Call Center as well as
implement new projects as the business determines.
This is a
fast-paced, results-oriented position, covering diverse technologies and
services to the university community including multifunctional printers (MFPs),
Microsoft Personal Productivity Tools, e-learning, student information systems,
HP desktops, laser printers, software-based networking issues, biometric
systems, RFID systems, Linux OSes to mention but a few.
The team
leader will be required to have knowledge and expertise in managing a diverse
environment and helping the team resolve problems by providing solutions to
escalated issues.
This role
demands a hands-on individual with good relationship skills not only to provide
technical solutions but to mentor and improve his/her team.
Key Responsibilities
- Provide in-office support to users whose problems cannot be resolved remotely by the Call Center Team
- Co-ordinate the activities of the roaming team to ensure tickets are resolved the first time around and in a timely manner.
- Manage software, spare parts and other tools required by the roaming team to effectively deliver services.
- Liaise with the Call Center Team Leader and the PC Provisioning Team Leader to ensure issues are resolved effectively.
- Ensure preventive maintenance is successfully carried out according to the different schedules to protect USIU’s ICT investment.
- Mentor and build capacity within the roaming team to ensure they are better able to handle existing and new problems more effectively.
- Develop and update Standard Operating Procedures (SOPs) to streamline service delivery within the team.
- Recommend new tools and applications that will improve efficiency.
- Act as project manager for new deployments that the business may assign to you from time to time.
Minimum Qualifications
- Undergraduate degree in computer science, electrical engineering or other relevant course from an accredited university.
- Microsoft Certified Solutions Expert (MCSE) or Microsoft Certified IT Professional (MCITP)
- Certification and training in HP PC hardware will be an added advantage
- Two years’ experience working in a busy ICT environment handling physical support issues
If you have
the requisite qualifications and experience and want to work as a team member
in a modern and progressive institution where you can make a difference, please
apply.
Interested
applicants must provide a cover letter and a current CV, certified copies of
educational certificates and transcripts, names and addresses of three
referees, current salary and benefits, telephone and e-mail contacts to the
address below by: Thursday, 3 July, 2014
Head of
Human Resources,
United
States International University- Africa
P.O Box
14634-00800,
Nairobi,
Kenya
Email: hr@usiu.ac.ke or jobs@usiu.ac.ke
Web: www.usiu.ac.ke
USIU is an
equal opportunity employer
