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United States International University - Africa   |   Nairobi, Kenya   |   Log in or register to see the closing date

ICT Officer (Service Delivery)

  • Bachelor's degree
  • Information technology, software development, data
  • Basic level (worker)
  • Full Time
  • Permanent

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Job Summary

Reporting to the Chief Manager - ICT (Service Delivery), the successful candidate will be responsible for capturing incoming hardware and software calls from various user stations and resolving them online via remote control support where applicable, or escalate them to a specialist.


  1. Capturing on the helpdesk system the details to all user requests as they come in via phone or email;
  2. Ensuring that all the pertinent details of a request are accurately captured;
  3. Resolving Level I calls (MS Office, User permissions, Internet Access, Printing errors, etc.) over the phone or remotely by employing comprehensive problem analysis and customer service skills;
  4. Assigning Level II and III calls to appropriate ICT Specialists in the various sections;
  5. Ensure equipment is available to students, faculty and administration staff as per requests;
  6. Maintain and control user authentication information details for access and security;
  7. Ensuring all calls are appropriately assigned or escalated;
  8. Ensuring that all completed calls are appropriately closed;
  9. Test, image, and clean PCs, laptops, and other related hardware;
  10. Working in shifts to ensure service availability during all the required times;
  11. Updating the helpdesk knowledgebase with relevant information;
  12. Establish, maintain, and increase client satisfaction through professional, courteous, and caring service;
  13. Develop and conduct user training programs as well as maintain and update system procedure manuals to improve on performance standards;
  14. Will be responsible for developing the following Reports: Weekly Activity Reports, Checklist Reports, and Ticket Resolution Reports;
  15. Perform any other duties as may be assigned from time to time.

General Information

Salary rangeNot specified
Additional informationNot specified
Contract type: Permanent
Job type: Full Time
Location: Nairobi
Area of work: Information technology, software development, data
Seniority: Basic level (worker)

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 12 months
Required skills: Software architecture; User management and administration; IT equipment installation and configuration; IT support; Troubleshooting
Required languages: English (Spoken: fluent | Written: fluent)