Job Description
IPOA/HR/13/2021; HELPDESK SUPPORT ANALYST, IPOA GRADE 6 (1 POSITION)- (CONSOLIDATED SALARY KES. 90,000-130,000) – Re-advertisement
The Helpdesk Support Analyst will be responsible to Head of ICT through the Senior Systems and Networks Administrator.
Job Description
Specific duties and responsibilities will entail
1) Installing, testing and configuring of new workstations, peripheral equipment and software
2) Maintaining inventory of all equipment, software and software licenses.
3) Monitoring, receiving compiling reports on user support requirements for escalation.
4) Managing PC setup for new users using standard hardware, images and software.
5) Assigning users and equipment to groups in the Active Directory.
6) Installing and configuring computer hardware, software, systems, networks, printers and scanners.
7) Planning and undertaking scheduled maintenance upgrades for workstation hardware and software as required.
8) Investigating, diagnosing and solving computer software and hardware faults.
9) Repairing equipment and replacing accessories.
10) Checking computer equipment for electrical safety.
11) Maintaining records of software licenses.
12) Providing Enterprise Content Management (ECM) helpdesk support and respond to ECM user requests.
13) Maintaining the ECM helpdesk tracking software.
Profile:
a) Must be a citizen of Kenya;
b) Meets the requirements of Chapter six of the Constitution of Kenya (Clearance certificates to be presented during the interview).
Job Specification:
(i) Served in the grade of Help Desk Analyst for a minimum period of one (1) year in the Public or Private sector;
(ii) A Bachelor’s degree in any of the following fields: Business Information Technology, Information Communication Technology or equivalent qualification from a recognized institution; and
(iii) Certification in CCNA and MCSA.
(iv) ITIL foundation certification.
(v) Experience in hardware and helpdesk support
Required behavioural and Functional skills:
• Candidates must be a person of integrity, demonstrate excellent interpersonal skills and be a team player;
• Demonstrated high ethical standards;
• Demonstrate professional competence, integrity and capability in work performance; and
• Diligence with close attention to detail
• Transparency and accountability
• Creativity and innovation