ICT Officer (Systems) at United States International University – USIU Africa
- Kenya
- Permanent
- Full-time
- 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.
- Bachelor's degree in Information Technology.
- Professional qualification: Microsoft, Networking or Security Certification
- Experience: At least 3 years
- 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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