It & Infrastructure Department At Kenya Trade Network Agency (Kentrade)

Duties and ResponsibilitiesResponding to ICT helpdesk and user support queries via chat, email, or phoneEnsuring proper logging, tracking, reporting and closure of all issues raised to the ICT helpdesk.Training other staff members on troubleshooting and diagnosing ICT related problems.Writing, editing, and revising training manuals for new and updated software and hardware.Providing ICT-related technical assistance for questions and problems.Resolving problems with ICT related networks, telephony, and other computer systemsDiagnosing ICT hardware and software system errors and other issuesFollowing up with staff to ensure full resolution of issues.Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods.Running reports to analyse common complaints and problems.Installing or changing user computer software to fix issues.Accessing hardware or software for staff to make changes and fix problems.Any other duty commensurate with the role and responsibilities for the attachment position in the ITI Department.Academic/Professional RequirementShould be a Kenyan Citizen aged between 20 and 35 years.Should be available full time for the duration of the program (3 months);Should be a continuing student in ICT, Computer Science or Computer Engineering, from a recognized institution with relevant transcripts/result slips/letter from the training institution.Should have excellent computer skills and the ability to troubleshoot and diagnose PC, LAN, Printer, and IT Hardware problems.Should be familiar with both PC and Mac Hardware and Software.Should have education experience with LAN Network Repairs and Analysis.Should possess good customer service skills.Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience.Writing and Editing Skills to aid in writing and updating manuals.Education experience in Computer Repairs and how to Troubleshoot Problems Specific Knowledge of other required Computer Systems for different work environments.