ICT Officer

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.

ICT Officer Job 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.

Qualifications for the ICT Officer Job

• 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.
• Adaptability and reliability

How to Apply

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 Human Resources, United States International University – Africa P.O Box 14634-00800, Nairobi, Kenya Email: jobs@usiu.ac.ke

USIU-Africa is an equal opportunity employer.