Job offer: ICT Officer Help Desk

M.P Shah Hospital is recruiting an ICT Officer - Help Desk within the ICT Division. The successful candidate will report to the Service Delivery Manager and provide crucial support on computer applications and platforms for hospital staff.

Duties & Responsibilities:

• Provide phone and remote desktop support, troubleshoot problems related to user accounts and workstations.
• Handle service desk requests, incident management for IT and network support, ensuring compliance with service level agreements.
• Maintain logs of ICT services and liaise with supervisors for any discrepancies.
• Prepare and submit monthly Help Desk reports, track SLA compliance, and escalate issues as needed.
• Log all service calls, diagnose and resolve issues in line with ITIL standards.
• Perform remote troubleshooting and determine optimal solutions based on user-provided details.

Key Performance Indicators:

• SLA compliance in IT support resolution times.
• Effectiveness of training sessions conducted.
• Timeliness of implementing new initiatives.

Qualifications:

• Bachelor's Degree in ICT, Computer Science, or related field, with relevant IT certifications.
• A minimum of two years’ experience in ICT support and administration, and familiarity with IT systems and networks.