Job Summary

Reporting to Senior ICT Officer-Multimedia Services: The potential job holder will assist in offering first line support to Faculty, Staff and Students in offering multimedia services in and out of class, provide 1st level support in the Multimedia helpdesk, class rooms, auditorium, conference rooms and any other areas where they are being assigned on routine basis. Train faculty, students and staff on utilization of teaching equipment and applications in learning environments and Maintenance of a comprehensive inventory of ICT assets that are used in academic support.

Key Responsibilities

• Capture service requests that come through the helpdesk and on Multimedia helpdesk emails, book them in relevant schedules in the service request calendar and ensuring that all the pertinent details of a request are accurately captured.
• Working in shifts to ensure service availability during all the required times; Resolving level 1 calls and providing class room support remotely or on site
• Ensuring tickets assigned are closed in accordance with stipulated the SLAs
• Coming up with projects that streamline service delivery in multimedia
• Updating the helpdesk knowledgebase on lan support to ensure efficient and effective service delivery in incident resolution.
• Set up of video conferencing facilities via blue jeans, zoom on Polycom room systems.
• Develop and maintain standard operating procedures for interns and reporting procedures to ensure efficient service delivery
• Strive to enhance effective service delivery and information flow between the lecturers and students by ensuring the classroom learning facilities are in tip top condition.
• Perform daily checklists to ensure class room equipment’s are accounted for and operational.
• Setting up and support public address systems for institutional indoor and outdoor functions and events including university’s graduation ceremony.
• Off-campus audio visual setup and Support for events including Public address.
• Training work studies and interns to upgrade skills in the setup of projectors, troubleshooting of classroom teaching systems
• Coordinate and supervise the cooperation of work studies within the department to improve service delivery.
• Sit in the ICT week committee and come up with multimedia program for the event.
• Ensuring software in classrooms are up to date by installing and updating patches and media packages.

Requirements

Minimum Educational Qualifications and professional Experience

• Bachelor’s degree in Information Technology/Computer science/Electrical and computer engineering/ EBTEC/Information systems from a recognized university
• Proficiency in Windows and Linux OS environments.
• At least 1-year experience in a related capacity
• Knowledge on Office applications such as MS Excel, word, PowerPoint and Outlook
• Computer Networking skills, (CISCO Certification requirement)

Skills

• Excellent interpersonal, written and verbal communication skills
• Knowledge and Experience in trouble-shooting Linux operating systems.
• Knowledge of Sound and Sound systems setups.
• Outstanding problem solving skills
• Good analytical skills

Personal Attributes & Competencies

• Shown merit and ability as reflected in work performance and results;
• Confidentiality and integrity;
• Proficiency in computer applications;
• Team player with excellent interpersonal skills;
• Relationship builder & effective negotiator;
• Good communication skills;
• Self-motivated;
• Attention to detail;
• Adaptability and reliability