Job Purpose
Ensure that the End user Issues are timely attended to, efficiently resolved, escalated and closed with a main objective of,
Reduced downtime, efficient and smooth use of ICT resources to enhance quality and timely patients and staff experience.
Ensuring all ICT equipment is working properly.
Reducing or eliminating ICT security breaches.
Key responsibilities
Ensure that the end user's requests and incidents assigned are efficiently resolved, (or escalated) and closed within defined SLA, by providing requisite ICT support to on campus and off campus staffs, faculty, students, patients and AKU Guests
Provide Tier 2 support for IT systems in use by AKU users and ensure that services provided to customers / users is the highest possible within the resources available.
Provide general and complex technical audio-visual support to Staff and Faculty.
Provide timely communication on tickets status and resolution, maintaining ticket updates for all reported incidents
Training and orienting staff on the use of hardware devices and software tools.
Troubleshoot system and network problems diagnosing and solving both hardware and software faults.
Configure, deploy, troubleshot, repair, and maintain end-user equipment and accessories, set up, and supported audio /visual equipment for presentations and other meetings
Setting up, configuring, testing and issuing IT equipment for the new units such as new outreach clinics or departments,
Facilitate movement if end user equipment during relocation.
Install, configure and update various software used by the organization.
Maintenance of the ICT asset register by ensuring all staff sign asset inventory form and replacement sheets when being assigned to .
Documentation of all issues reported at the ICT Helpdesk and the resolution.
Perform the general preventive maintenance on all computers, printers, laptops, Scanners UPS and IT peripherals.
Assist in Identifying obsolete devices such as Desktops, Laptops ETC to enable
Perform replacement and repair of any faulty PCs, printer or laptop or IT peripheral.
Testing and evaluating new technology.
Training and orienting staff on use of the new technologies and its applications.
Perform software and hardware upgrades.
Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.
Ensuring that the AKU ICT equipment's are neat, cables are properly arranged.
Perform other duties as required by the supervisor or the manager
Qualifications, Experience and Skills required:
Diploma in Information Technology/Information Communication & Technology
Added Advantages: Bachelor's degree in information communication & technology MCSE/A, CISCO (CCNA), N+, A+
Relevant Experience
Minimum of 1-year experience in ICT Support in a busy institution or 2 years' experience in IT related field.
Strong IT hardware troubleshooting Skills
Strong in knowledge in Microsoft windows operating system and applications support skills
Strong knowledge in MAC OS and applications support skills
Basic networking support and troubleshooting Skills
Working knowledge in installing, maintaining, and repairing printers and related equipment
Audio visual support skill and operations skills