Background and General Consideration
Ashesi University College is seeking applicants for the position of IT Support Officer. Ashesi is a world-class liberal arts university located at Berekuso, approximately an hour's drive from Accra, Ghana’s capital city. This will be a short-term contract for 12 (twelve) months with possible extension of contract.
Job Summary:
IT support officer will be responsible for the seamless operations of IT services delivered, by ensuring that staff, student, faculty and guests at Ashesi get optimum utilization from these services.
The IT Support Officer will be responsible for:
- Monitoring and maintaining service delivery infrastructure through case management entity on Ashesi’s CRM;
- Leveraging on existing and emerging innovative technologies and resource to improve services and service delivery.
- Provide basic troubleshooting assistance, direction and support for users where possible via email, phone or in person.
Details of these tasks are as captured below:
- Tasks include but are not limited to:
- Troubleshooting system and network problems, and diagnosing and solving hardware or software faults as requested
- End to end steps for IT service support delivery
- Providing support, including procedural documentation and relevant reports
- Talking staff, faculty, student and guest through a series of steps/actions, either face-to-face, email or over the telephone, to help set up systems or resolve issues
- Following diagrams and written instructions to repair a fault or set up a system
- Supporting the roll-out of new technologies or applications
- Responding within agreed time limits to call-outs
- Assigning request to appropriate personnel if beyond area of expertise or escalated
- Working continuously on a task until completion (or escalate to specified authorities, if appropriate)
- Prioritizing and managing many open cases at one time
- Rapidly establishing a good working relationship with student, staff, faculty and guest
- Testing and evaluating new technology
- Logging and keeping record on issues and request using the CRM
- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles
Minimum Requirements
- At least a completed First degree or equivalent in Computer Science / Information technology / Computer Engineering/Management Information Systems
- Must have excellent customer service and people skills
- Be proficient in written and spoken English and should be a good communicator
- Must have multicultural awareness and sensitivity
- Be proficient in basic Microsoft Office suite
- Being bilingual will be preferred but not required
- Having some knowledge in a CRM or similar system will be a plus
Application Process
Interested persons should send an email including the following to jobs@ashesi.edu.gh.:
- A recent CV
- A cover letter outlining knowledge and use of MS office suite as well as customer service experience
- Your application email should be titled “Application- Ashesi IT Support Office