IT & Infrastructure Department at Kenya Trade Network Agency (KenTrade)

Duties and Responsibilities

• Responding to ICT helpdesk and user support queries via chat, email, or phone
• Ensuring 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 systems
• Diagnosing ICT hardware and software system errors and other issues
• Following 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 Requirement

• Should 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.