Overview
This role is responsible for planning and managing the technical and administrative aspects of the IT service desk function, ensuring efficient technical support throughout a digital transformation project.
Key Responsibilities
- Plans and manages the technical and administrative aspects of IT service desk function.
- Monitors the operation and performance of service desk activities.
- Ensures incidents and requests are handled according to agreed procedures.
- Creates and maintains support documentation.
- Coordinates and organizes deployment of end-user computer hardware, software, and applications.
- Manages end-user hardware and software delivery, installation, and maintenance.
- Supports the implementation of assigned projects and initiatives.
- Ensures accurate end-user IMT resources inventory is maintained.
- Complies with IMT policies, frameworks and standards.
- Completes the integration of digital environment at all schools and health centres.
- Participates in training sessions for teachers and health staff members.
- Follows up with vendors & suppliers and other partners.
- Works on the ICT inventory at schools.
- Coordinates with field ICT service units.
Required Experience
- At least four years of progressively responsible and relevant experience in delivering IMT support services and training for end-users in a large IMT environment.
- Including two years in a supervisory position and implementing IMT service delivery.
Qualifications
• Recognized first degree from an accredited educational institution science information technology, electrical computer engineering, or related discipline.
