Summary
Date Posted:Friday, May 12 2023, Base Salary: Not Disclosed

JOB DETAILS:

Job Purpose:
Ensure that the end-user calls are timely attended to, efficiently resolved, escalated and/or closed. Multitask and provide helpdesk services, and ensure end-user calls are received, logged, assigned, followed-up and where necessary escalated to provide timely and reliable phone, physical and/or remote assistance on a wide range of user problems. Escalate calls promptly and ensure generation of Helpdesk operations Service Reports on a monthly basis or periodically as may be required by management for decision support.

Key responsibilities:
1. Learn all the systems, hardware, and networks that ICT support within the institution to be able to offer required support
2. Offer necessary support to our clients/end-users efficiently as well as giving effective solutions to the same to prevent recurrences of similar problems. Major focus is on the support of MEDITECH system.
3. Carry out routine/ continuous computer maintenance checks on hardware status, user system utilization and stabilization to ensure all equipment are always functional.
4. Provide one-on-one guidance/support on queries arising from the users about the HIMS module features and any other technical queries.
5. Coordinating with other support engineers to come up with proper problem analysis and find appropriate resolutions. Come up with a knowledgebase that can help ICT team to resolve user problems effectively and efficiently without having to re-invent the wheel.
6. Installation of HIMS software on all end user PCs, making sure that the end user PCs are pointing to the right server for auto-updating as well as performing routine manual updates on local PCs as may be required.
7. Ensure all user equipment have the right software installed, as per Institutional policies on installation of HIMS software on all end user PCs.
8. Actively participate in Audio Visual support services to ensure continuity of service
9. Ensuring that Hardware for end users is properly configured, software installed and upgraded.
10. Document a complete inventory documentation to the helpdesk officers for filling and updating.
11. Ensuring that the ICT equipment in the hospital premises are neat and cables are properly arranged.
12. Ensure that equipment in ICT custody is well labelled and status of why the equipment is held in the office updated on the helpdesk
13. Any other duty that may be assigned

Qualifications and skills requirements:
1. Bachelors’ Degree in Information Technology/Information Communication & Technology
2. Added Advantages: MCSE/A, CISCO (CCNA), N+, A+
3. Proficiency in working with MS Office – MS Excel, MS Power point and MS word
4. Minimum of 1 year experience in ICT Support & ICT Helpdesk Management
5. Basic Networking, hardware, and software Troubleshooting Skills
6. Good Customer Care relations
7. Excellent communication skills both written and Oral
8. Good interpersonal Relations
9. Ability to manage time and prioritize tasks
10. Excellent organization skills
11. Attention to detail and problem-solving skills
Closing Date: 04/05/2023


Work Hours: 8

Experience in Months: 12

Level of Education: Bachelor Degree

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