ICT Meru University User Support Section
User Support is responsible for continuous improvement of the ICT infrastructure in the University and all the campuses including hardware assembly, repairs and maintenance, access control, systems audit, anti-virus management, user support/help administration, back-up and recovery operations, schedule preventive maintenance of all ICT equipment in the Institute.
Objectives
- To ensure reliable software and hardware is deployed in the university.
- To assist staff and student with regards technology through face-to-face or over the phone.
- Ensures that all ICT related equipment are working reliably as expected.
- Ensuring efficient use of applications and equipment
Functions
- Installation of system software, application programs, antivirus programs and hardware
- Maintenance of computers and related accessories in the University
- Checking and testing new computers and related accessories for conformity to required standards
- End user support
- Assisting Staff with hardware and software queries
- Collaborate with coworkers to research problems and find solutions.
- Suggesting the right product for the staff needs
- Researching on technical issues
- Keeping up to date with new technology
- Keeps records via use of tickets
- Answer user inquiries on how to use specific software and hardware
- Respond to emergencies caused by hardware, software, and application program malfunctions
- Issue ticketownership –open, update, and close tickets assigned
- Adapting existing programs to meet users’ requirements
- Installing and downloading appropriate software
- Assisting the procurement of IT equipment, software and services.
- Maintenance of an up-to-date inventory of software and hardware assets
- Maintenance and update of ICT documentation
- Installation and configuration of computer hardware operating systems and applications
- Low and high end level pc, laptop and printer installation, hardware & software troubleshooting and repairs.
- Ensure continuous monitoring of customer issues until they are resolved;
- Carry out proactive hardware maintenance and monitor all hosted equipment;
- Resolving escalated customer complaints without the need for team lead intervention
- Determining software and hardware requirements to provide solutions to problems
- Responding to inquiries about software and hardware problems
- Adapting existing programs to meet users’ requirements
- Installing and downloading appropriate software
- Ensuring efficient use of applications and equipment
PC and User Peripheral Service
- Assisting users with hardware & software specifications and acquisition guidance
- Installation, configuration and support of personal computers,
- software and user peripherals (hardware, Operating System, drivers, and standard applications)
- Configuration for access of network services (anti-virus, Operating System updates)
- Internet, emai, MIS
- Diagnostics and troubleshooting
ICT Maintenance Services
- General Maintenance
- Troubleshoot and support staff with hardware problem, printing, scanning documents and other support
- Ensure that the organization’s hardware and software are safe, well maintained, fully properly protected (power surge, virus, etc) and updated with latest patches for optimal performance
- Development, implementation, enforcement and review of the Hardware Maintenance Policy
- Acquisition of tools for maintenance and user support services
- Communicate relevant Hardware Maintenance information to users
- Preparing schedule and carrying out annual preventive maintenance service for all ICT related equipment
- Providing technical advice to users on ICT hardware related matters
- PC and User Peripheral Service
- Assist user support section with escalated hardware & software issues
- Installation, configuration, repair and maintenance of personal computers, printers, switches, software and user peripherals (hardware; OS; drivers; and standard applications)
- Hardware Maintenance Service
- Assist users with operation of Warranty and Guarantee
- ICT hardware repairs and upgrades (internally and/or escalated)
- Provide preventive maintenance to ICT Equipment e.g. UPS and printers
- Diagnostics, troubleshooting, repair and maintenance of ICT infrastructure