Job summary:
The
ICT Officer (Systems) is responsible for capturing incoming hardware and
software calls from various user stations and resolving them online via remote
control support where applicable or escalated.
Key Responsibilities/Tasks/Duties:
- Capturing on the helpdesk system the
details to all user requests as they come in via phone or email.
- Resolving level 1 calls (MS Office, User
permissions, Internet Access, Printing errors, etc.) over the phone or
remotely by employing comprehensive problem analysis and customer service
skills.
- Assigning level 2 and 3 calls to
appropriate ICT Specialists in the various sections
- Ensure equipment is available to
students, faculty and administration staff as per requests.
- Maintain and control user authentication
information details for access and security.
- Ensuring all calls are appropriately
assigned, escalated, completed and closed.
- Develop and conduct user training
programs as well as maintain and update system procedure manuals to
improve on performance standards.
- Hands-on experience of handling websites
and SEO.
- Will be responsible for developing the
following Reports: Weekly Activity Reports, checklist Reports, and ticket
Resolution Reports.
- Perform any other duties as may be
assigned from time to time.
Minimum Educational Qualifications and Professional Experience:
- Bachelor’s degree in Information
Technology.
- Professional qualification: Microsoft,
Networking or Security Certification
- Experience: At least 3 years
Personal Attributes &
Competencies:
- Strong problem-solving and
troubleshooting skills.
- Excellent communication and customer
service skills.
- Knowledge of multimedia technologies,
including projectors, interactive displays, sound systems, video
conferencing, and related accessories.
- Familiarity with equipment and software
commonly used in educational settings.
How To Apply
If
you have the requisite qualifications and experience and desire to work as a
team member in a modern, progressive, international, and multicultural
institution where you can make a difference, please apply indicating in the
subject line “ICT
Officer (Systems)“. 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 by 5.00pm, Wednesday, May 22, 2024 to:
United States International University – Africa,
P. O. Box 14634-00800, Nairobi, Kenya
Email: jobs-ict@usiu.ac.ke