ICT Officer Help Desk

Duties & Responsibilities: 

• Provision of phone and remote desktop support for all the ICT needs of hospital staff, including troubleshooting of user account and general workstation related problems in support of IT operations.
• Receives and handles service desk and incident management requests for IT and networking infrastructure support following agreed procedures, and maintains relevant records.
• Monitors and logs the actual ICT services provided to users, compared to that required by service level agreements, and liaises with supervisors in the resolution of any breaches.
• Submit Help Desk activities summary report to Manager in order to monitor the monthly activity report to ensure that all help desk calls for the Technical Team meet the defined SLA’s and where these are breached escalate appropriately.
• Maintenance and use of Service Desk ensuring all calls are logged with an understanding of priority and business impact, communicating current status of any call escalations with all members of the team and key users.
• Investigation and resolution of 2nd line support calls including call logging, diagnosis and resolution as appropriate for all calls as defined by ITIL standards and provide structured analysis and a creative approach to problem solving and resolution.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions by determining the best solution based on the issue and details provided by users.

Key Performance Indicators 

• IT Support SLA compliance (the duration taken to resolve it support issues).
• Number of trainings carried out.
• Duration of time to implement any new initiatives.

Qualifications, Regulatory & Legal Requirements 

• Bachelors Degree in Information Communication Technology, Computer Science or a related field.
• Certifications in IT courses such as ITIL, MCSA and network administration courses.
• Minimum 2 (two) years’ experience in ICT support and administration, with a strong technical background in IT systems and networks.
• General understanding of ERP systems.