Reporting to Chief Manager – ICT (Service Delivery), the holder of this position will be responsible for capturing incoming hardware and software calls from various user stations and resolve them.
Key Responsibilities
Capturing on the helpdesk system the details to all user requests as they come in via phone or email.
Ensuring that all the pertinent details of a request are accurately captured.
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 or escalated.
Ensuring that all completed calls are appropriately closed.
Test, image, and clean PCs, laptops, and other related hardware.
Working in shifts to ensure service availability during all the required times.
Updating the helpdesk knowledgebase with relevant information.
Establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
Develop and conduct user training programs as well as maintain and update system procedure manuals to improve on performance standards.
Will be responsible for developing the following Reports: Weekly activity Reports, checklist Report, and ticket Resolution Report.
Educational Qualifications and Professional Experience
Bachelor’s degree in Information Technology from an accredited university.
CCNA, ITIL, MCITP or MCTS Certifications
At least 3 years of relevant experience in a similar position.
Personal Attributes & Competencies
Confidentiality and integrity;
Team player with excellent interpersonal skills;
Relationship builder & effective negotiator;
Good Communication skills;
Self motivated;
Attention to detail;
Adaptability and reliability.
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 Friday, February 24, 2017.
Director of Administration,
United States International University – Africa
P.O Box 14634-00800, Nairobi, Kenya
Email: jobs@usiu.ac.ke
USIU-Africa is an equal opportunity employer.
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