Responsible for ensuring that all end users of Aga Khan Hospital East Africa are receiving appropriate assistance from the Service Desk. Responsible for managing all procedures related to the identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions.Duties include:• Coordinate the processing of incoming requests to the Service Desk via all methods to ensure courteous, timely and effective resolution of end user issues, based on issue priority.• Triage work orders to the appropriate IT Services staff member based on role, work order load and location proximity to the issue.• Escalate work orders to second level IT support and third level IT support as required.• Analyze performance of Service Desk activities and documented resolutions against service level agreements.• Identify problem areas and devise and deliver solutions to enhance quality of service and to prevent future problems.• Develop help sheets, solutions and FAQ lists for end users.• Develop standard operating procedures for IT support staff that outline how problems are identified,documented, assigned and corrected.• Develop request handling and escalation policies and procedures.• Alert management to emerging trends in incidents.• Track and analyze trends in the Service Desk and generate statistical reports.• Generate reports based on service level agreements and required metrics.• Assist in providing first level support to end users when volumes are high; May be required to act in the role of an IT Technician II as demand requires. Will be required to participate in the on-call rotation.• Maintain strict confidentiality of information that may be disclosed when working on users systems.• Create knowledge base.• Perform other related duties, as assigned.

• Research and identify solutions to software and hardware issues• Diagnose and troubleshoot technical issues, including account setup and network configuration• Ask customers targeted questions to quickly understand the root of the problem• Track computer system issues through to resolution, within agreed time limits• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)• Provide prompt and accurate feedback to customers• Refer to internal database or external resources to provide accurate tech solutions• Ensure all issues are properly logged• Prioritize and manage several open issues at one time• Follow up with clients to ensure their IT systems are fully functional after troubleshooting• Prepare accurate and timely reports• Document technical knowledge in the form of notes and manuals• Maintain jovial relationships with clients

• Provide day to day management for ICT service operation to ensure incidents, service requests and escalations are handled in a timely manner. End user and conference Support.• Performing operational and preventive maintenance of backups, recovery procedures, and enforcing security and integrity controls.• Evaluate organization technical requirements and ideal systems.• Monitoring service desk operations, logging of trouble tickets, categorization into incidents, problems and requests, servicing of calls, escalate where necessary and ensure timely resolution.• Ensuring data and system integrity, and ICT security.• Reviewing and suggesting improvements to clients for hardware requirements• Providing technical advice for setting up networking systems• Installing, configuring, and maintaining hardware and software for NHIF users• Providing suggestions about telecommunication network projects• Conducted training and mentored interns in coordination with the technical manager

Outsourced to Nation Media Group, Standard Media Group, Ketraco, Kenya National Examinations Council (KNEC), Royal Media Services and National Construction Authority• Open and track tickets through resolution and give summary reports to customers.• Generate customer activity reports and track time to resolve issues.• Diagnose mechanical, software, hardware and systems failures through established procedures.• Execute resolutions to problems and follow standard practices.• Determine, record and work with team to revise current procedures to enhance customer satisfaction.• Develop troubleshooting tips and tools to use in diagnosis.• Develop best practices and guidelines for technical support.• Coordinate with IT resources for shared responsibilities.• Extend end user support for current applications.• Monitor and update logs along with statistics reports regularly.• Identify software and hardware problems to provide reliable Notes atmosphere for end users.

• Providing first line and onsite technical support with hardware and software issues where needed.• Build and configure new servers, PCs and laptops with appropriate software and install on client networks, setting up user access rights on the server and providing email and internet access• Monitoring and maintaining computer systems and networks• Installing and configuring computer hardware operating systems and applications• Evaluate organization technical requirements and ideal systems.• Supporting the roll-out of new applications.• Establish best practice in the delivery of service to all service users, i.e. establishment of an integrated internal help desk system• Providing periodic (weekly, monthly, quarterly) service desk reports to management.• Update internal database with client assets and upgrades, listing full specifications, makes, models, etc.• Take delivery, inspect, prepare, install, maintain, and upgrade ICT hardware, software and consumables

• Diagnosis of desktop, application, networking and infrastructure issues.• Experience of supporting a wide and varied client base.• Troubleshooting PC’s, laptops and mobile devices.• Providing 1st/2nd line support to users.• Administering the IT department’s policies and procedures.• Installation and support of telecommunication equipment.• Maintaining a log of all problems detected and system backups.• Responsible for maintaining backups and for project work such as new builds.• Working closely with software suppliers to resolve operational issues.