ICT Officer (Systems) at United States International University – USIU Africa

  • Kenya
  • Permanent
  • Full-time
  • 1 month ago
United States International University – Africa is located in the Kasarani area, off Thika Road in the suburb of Kenya's capital city of Nairobi. The university is an independent, not-for-profit institution serving 6512 students representing 69 nationalitiesJob 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.
RequirementsMinimum 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.
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