Job Summary

To provide level 1 ICT support and where applicable or escalate them to a specialist.

Key Responsibilities

• 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.
• Assigning level 2 and 3 calls to appropriate ICT Specialists in the various sections.
• Ensuring that all completed calls are appropriately closed and users get updates via phone or email on the status and progress of their requests.
• Updating the helpdesk knowledgebase with relevant information.
• Installation of various applications on the various computers within campus.
• Maintain all mission critical hardware on the campus – PCs, UPSes and Printers.
• Responsible for developing SOPs and other periodical checklists for all hardware.
• Provide on the spot training for students and faculty who experience difficulties using equipment and applications in the lab.

Requirements

Qualifications

• Degree in computer science, electrical engineering or other relevant course.
• At least 1-year experience in a related capacity.
• Knowledge on Office applications such as MS Excel, word, PowerPoint and Outlook.

Personal Attributes & Competencies

• Excellent written and verbal communication skills.
• Self driven and organized.
• An attitude of problem solving.
• A person of high personal integrity.
• Attention to detail.
• Problem solving – Balancing between urgent, mission critical and important.