Posted:Jan 11
By:Hiring Kenya
Company Details
Industry:
Hospital & Health Care
Description:
Located in Parklands Area in Nairobi, M.P. Shah Hospital is a modern 210-bed facility which is home to highly skilled and experienced specialists and professional medical staff. For generations, we have been ranked among the best private hospitals in Kenya because of our excellent standards and the high quality of services and personal care we provide.
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We are pacesetters in our field, inspired by our core value of care. We care about the dignity of our patients and strive to become a one-stop healthcare provider in East and Central Africa. We operate under the umbrella of the Social Service League which is a non-racial, non-religious, non-political charitable institution. The scope of the social service league includes the main hospital in Parklands, the Village Market Medical Clinic, and the Dinshaw Byramjee Dispensary and Dental Unit located in Nairobi downtown, at Ronald Ngala Street.
Job Description
Duties & Responsibilities:
- Provision of phone and remote desktop support for all the ICT needs of hospital staff, including troubleshooting of user account and general workstation related problems in support of IT operations.
- Receives and handles service desk and incident management requests for IT and networking infrastructure support following agreed procedures, and maintains relevant records.
- Monitors and logs the actual ICT services provided to users, compared to that required by service level agreements, and liaises with supervisors in the resolution of any breaches.
- Submit Help Desk activities summary report to Manager in order to monitor the monthly activity report to ensure that all help desk calls for the Technical Team meet the defined SLA’s and where these are breached escalate appropriately.
- Maintenance and use of Service Desk ensuring all calls are logged with an understanding of priority and business impact, communicating current status of any call escalations with all members of the team and key users.
- Investigation and resolution of 2nd line support calls including call logging, diagnosis and resolution as appropriate for all calls as defined by ITIL standards and provide structured analysis and a creative approach to problem solving and resolution.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions by determining the best solution based on the issue and details provided by users.
Key Performance Indicators
- IT Support SLA compliance (the duration taken to resolve it support issues).
- Number of trainings carried out.
- Duration of time to implement any new initiatives.
Qualifications, Regulatory & Legal Requirements
- Bachelor's Degree in Information Communication Technology, Computer Science or a related field.
- Certifications in IT courses such as ITIL, MCSA and network administration courses.
- Minimum 2 (two) years’ experience in ICT support and administration, with a strong technical background in IT systems and networks.
- General understanding of ERP systems.
Education: Degree, Diploma
Employment Type: Full Time
