USIU ICT Officer II Job in Kenya

United States International University-Africa, situated in Nairobi, Kenya is the most diverse university in East and Central Africa catering to over 6500 students from 62 nationalities, and with a global network of over 16,000 alumni.

It is also the only other university in Africa to receive local and American accreditation of its 22 degree programs.

In line with USIU – Africa’s commitment to providing quality, affordable education through world-class service delivery platforms, USIU-Africa is seeking to recruit a suitable candidate for the following position:

ICT Officer II

Reporting to Chief Manager – ICT (Service Delivery), the holder of this position will be responsible for capturing incoming hardware and software calls from various user stations and resolve them.

Key Responsibilities

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

Educational Qualifications and Professional Experience

  • Bachelor’s degree in Information Technology from an accredited university.
  • CCNA, ITIL, MCITP or MCTS Certifications
  • At least 3 years of relevant experience in a similar position.

Personal Attributes & Competencies

  • Confidentiality and integrity;
  • Team player with excellent interpersonal skills;
  • Relationship builder & effective negotiator;
  • Good Communication skills;
  • Self motivated;
  • Attention to detail;
  • Adaptability and reliability.

If you have the requisite qualifications and experience and want to work as a team member in a modern and progressive institution where you can make a difference, please apply.

Interested applicants must provide a cover letter and a current CV, certified copies of educational certificates and transcripts, names and addresses of three referees, current salary and benefits, telephone and e-mail contacts to the address below by Friday, February 24, 2017.

Director of Human Resources,
United States International University – Africa
P.O Box 14634-00800, Nairobi, Kenya


USIU-Africa is an equal opportunity employer.

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ICT and Technology
Updated: February 9, 2017 — 7:06 am