Help Desk and Training Officer

Job Type

Support - Univen Funded

Closing Date

8/9/2023

Job Requirements

**Requirements**:
**Duties**

Helpdesk and Training Officer reports to the Senior Helpdesk and Training Officer. He/she and the service desk team provide service desk services, including 1st line of support, to the University community. He/she will also participate in planning and implementing digital transformation projects. He/she will provide technical ICT and users support to the University community. He/she will also be responsible for installing and/or repairing both hardware and software of PCs, tablets PCs; laptops, desktop computers, printers, and copiers. Assist users with computer-related issues such as troubleshooting equipment/network problems. Installs, configures, and upgrades operating systems and software on all tablet Pcs and other networked computers. Installs and configures PCs and peripherals such as printers and scanners as required for new installations. Assist users in using standard software including, but not limited to, anti-virus software, O365. Supervises interns and student assistants. Adhere to departmental policies, standards, and all security procedures. Provide advice and assistance related to training IT users in matters that are technical in nature.***

The roles also entail the following: using and supporting the ICT Service Desk system, and this includes contributing to developing, reviewing, and implementing ICT Service desk policies and processes in alignment with best practices. This role also supports, mentors, and coaches the student assistants, interns, and IT Technicians. Report all issues related to the ICT Service Desk system in relation to logging, escalation, and resolving ICT-related calls/tickets to the Helpdesk and Training Officer.

The Helpdesk and Training Officer also contributes to implementing mechanisms that support and enable effective and efficient use of ICT resources. This includes responding to ICT users’ requests regarding installing, repairing, and replacing hardware and software. This position also researches and guides the current ICT-related trends that could be implemented to support and enable the institution. It also contributes to the smooth implementation of digital transformation initiatives. The Helpdesk and Training Officer liaises with ICT users and other role players regarding service delivery matters. He/she will also provide service desk reports as and when required.