This role is responsible for provision of support for desktop ecosystem in accordance to set standards that meet the global business objectives.
REPORTS TO: IT Service Delivery Manager
DIRECTLY SUPERVISES: None
INDIRECTLY SUPERVISES: None.
BUDGET AND RESOURCE RESPONSIBILITY:
None
KEY RESPONSIBILITIES:
- Addressing user tickets regarding hardware, software and networking by attending to incidents and service requests.
- Support in installing KWTRP applications and guide users with simple, step-by-step instructions
- Conduct physical and remote troubleshooting, test alternative solutions until timely resolution of user issues
- Follow up with Staff to ensure their systems are functional, escalate unresolved issues to the next level of support and Report feedback and staff IT requests
- Support in IT service desk operations including maintaining of accurate and upto date IT inventory records.
- Configuring new desktops and laptops as well as rolling over of user device data encryption to adhere to data governance policy.
- Support in managing backup and configuration on KWTRP IT equipment and assisting vendors on site to install IT infrastructure.
- Ensure knowledge base for the enterprise system through creating different FAQs for users based on the commonly created tickets/requests by users for ease of reference and Performs R&D on different technologies and give out a detailed report;
- Participate in execution and support for all IT projects and implementation of changes to the environment in line with the change management process.
- Support in maintaining and auditing of key security facilities, i.e CCTV, Access Control, desktops, laptops and mobile devices.
QUALIFICATIONS:
- Bachelor of Science Degree in Information Technology, Computer Science or in related field.
- Minimum 3 years’ experience in IT support, preferably in a large and diverse environment.
DESIRABLE CRITERIA:
- IT certifications in ITIL Foundation and Microsoft Certified IT Professional (MCITP).
- Support experience of Windows Server and Active Directory.
- Experience in supporting Mac OS X in Windows environment.
- Experience in supporting Microsoft Office applications.
- Experience in anti-virus and anti-malware software, and of managing virus Incidents.
COMPETENCIES:
- Demonstrate high levels of integrity and confidentiality
- Excellent interpersonal, verbal and written communication skills
- Strong Organizational, planning and administrative skills
- Strong attention to detail and ability to work with minimal supervision.
- Teamwork with the ability to work diverse teams
APPLICATION PROCEDURE:
To apply for this post, you must be a registered user. Log into your account then go to Vacancies, view the post and click on the button: “Apply for this job”.
All applicants are required to state their current/last salary.
Candidates must supply an email and telephone contact that will be used when offering interviews. Only shortlisted candidates will be contacted. Shortlisted candidates shall be required to produce ORIGINALS of their National Identity Card, academic and professional certificates, original transcripts and testimonials, detailed curriculum vitae and valid clearance certificate (certificate of good conduct) during the interviews.
The application closing date is 27 August 2024.
KEMRI-Wellcome Trust Research Programme (KWTRP) is an equal opportunity employer. Direct or indirect canvassing will lead to automatic disqualification. KWTRP does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training or any other fees.
