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Administrator Job in Nairobi Kenya - Service Delivery

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.

USIU is seeking to recruit a qualified candidate for each of the following position:

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

USIU is an equal opportunity employer

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