JOB DESCRIPTION
JOB TITLE: Specialist - IT Support (Campus)
DEPARTMENT/DIRECTORATE: RUWC,RUMC,MZWC,MZMC,SWC,SMC,FWC,FMC,RKWC,RKMC,DWC,DMC,
  ADWC,ADMC,AAWC,AAMC
 
POSITION OBJECTIVE
The Specialist - IT Support is responsible to provide continuous support to HCT Central Services in a timely, effective and efficient manner. The incumbent is also responsible to support Campus IT teams as and when needed for systems hosted centrally.
 
MAIN RESPONSIBILITY

Operational

  • Understand end-users' requests and needs through analysis of queries and complaints.
  • Consult with end users to determine hardware, software or system issues.
  • Diagnose and resolve end-users' workstation and/or mobile device hardware and software issues in a timely, effective and efficient manner.
  • Support users on campuses in the installation and upgrading of software, implementation of file backups, and configurations of systems and applications as and when needed.
  • Support users with troubleshooting in a timely, effective and efficient manner.
  • Escalate issues to appropriate IT section as and when needed.
  • Liaise with Central Services team as and when needed for the resolution of issues; this includes, but is not limited to, issues related to videoconferencing and other resources hosted centrally.
  • Identify recurrent IT issues and support in the enhancement of IT services.
QUALIFICATIONS
  • Minimum of a Bachelor's degree in a relevant field is required e.g. Information Technology, Computer Science.
  • Full English proficiency is required.
  • Advanced computer literacy is required e.g. MS Office, Banner.
EXPERIENCE
  • Minimum of three years of relevant work experience in Information Technology or any relevant field.
KEY PERFORMANCE INDICATORS (KPIs)

Refer to HCT's performance management framework for job-specific KPIs.
REPORTS TO

Assistant Manager - IT (Business Partner)