JOB DETAILS

To manage day-to-day IT Service Help Desk operations and resolve all reported technical problems in a timely and effective manner to ensure that the Information Technology department provides a high-quality IT service to its customers

KEY ACCOUNTABILITIES

Help Desk Support

1.      Gain an understanding of IT issues faced by end users at AEC and properly issue work tickets for easy identification of problem.

2.      Provide support to end users at AEC based on the identified issues and resolve their requests in a timely and effective manner.

3.      Prepare preventive and corrective maintenance schedule on computers, laptops, printers and other authorized peripheral equipment.

4.      Monitor customer feedback on help and support provided and continuously seek improvements – ensure that all inputs from customers are appropriately managed and learn from difficulties faced.

Help Desk Manuals & Trainings

1.      Manage the preparation of instruction manuals and guides for easy reference by personnel and to ensure clarity on every step of the IT Help Desk process.

2.      Provide training to AEC employees on IT systems and applications. This includes coordinating and contributing to the development of training material, user manual and training curriculum.

Help Desk Records

1.      Maintain and regularly update a log and record of incoming IT queries/complaints.

Continuous Improvement  

1.      Support in identifying opportunities for the continuous improvement of systems, processes, and practices while considering international leading practices, improvement of business processes, and cost reduction and providing recommendation to the Head of Information Technology department.

2.      Participate in launching and collecting responses of customer satisfaction survey to ensure that the department can identify critical areas of improvement for the IT department in terms of the services pertaining to its services and support.

3.      Support the IT Infrastructure team in the basic operations related to IT Network, Firewalls, Switches, IP Telephony, and other IT Systems.

4.      Maintain and regularly update an inventory of all applications and systems, in addition to the relevant contracts and agreements with IT vendors.

Policies, Systems, Processes & Procedures   

1.      Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner. 

Reports   

1.      Implement an effective reporting system that provides regular reports and on the relevant activities within the Help Desk section to ensure the availability of Help Desk information for effective decision making.

Health, Safety & Environment   

Comply with all relevant health, safety and environmental management policies, procedures and controls to ensure a healthy and safe work environment.

Desired Candidate Profile

QUALIFICATIONS AND EXPERIENCE  

•        Bachelor’s Degree in Information Systems Technology, Computer Science or relevant field

Valid Driving License.

•        5-7 years’ experience in the field of IT

Experience in a funding institution of a similar size and nature is desirable