End-User Support: Systems Analyst - UGCS

JOB TITLE: End-User Support (Systems Analyst)

UNIT: Information Technology Planning and Support

REPORTS TO: Deputy Chief Information Technology Officer (IT Planning, Security and Support)

JOB SUMMARY

To provide University-wide support, with respect to Information Technology initiatives, engagement, and regular updates to the user community for knowledge sharing for the achievement of the objectives of the University.

The End User Support ([IEUS) Systems Analyst reports to Deputy CITO (IT Planning Security and Support) and is responsible for providing help desk support and IT professional services across the UG community. He will be responsible for all the IT officers at the distant learning centres and ensures the Hardware and Maintenance unit as well as the Student Labs are managed according to best practices in universities.

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Key responsibilities include, among others, to:

• Lead in providing quality information communication to the University community.
• Responsible for IT staff providing support at the University of Ghana regional learning centres.
• Provide leadership for the unit in order to optimize performance, quality, and efficiency and collaborate with other stakeholders of the University of Ghana community.
• Design, adapt, promote, and implement industry best practices in help desk, PC/Printer support and Computer Management and Lab support.
• Design, implement and promote industry best practices in end-user PC/Printer maintenance support.
• Operational supervisor for staff at the End-user Support, Service Desk and Hardware and Preventative Maintenance Unit.
• Coordinate and manage service requests and supervise support service delivery to end-users.
• Coordinate call-out service for scheduled and emergency servicing of equipment by both internal and external service providers.
• Oversee departmental work and activities to ensure customer service and support is delivered to the campus community. This level of support includes students, staff, faculty members and all instructional and administrative units.
• Provide professional services to the UG community and the public in areas of expertise to support the delivery of IT operations and services.
• Proactively monitor and respond to industry trends and standards.
• And any other assignment was given by the CITO or his/her representative.

Qualification Required & Experience

QUALIFICATIONS AND ATTRIBUTES

• A good first degree in Computer Engineering/Science, Information Technology, Electrical Engineering or any other relevant areas
• A master’s degree in Computer Science, Information Technology/Telecommunication Engineering, Data Communication and Networks or a related field.
• Should have basic knowledge of ITIL and IT service delivery.
• Should have experience in basic, routine, and advanced principles of preventive maintenance including Network devices, Data Centre hosting equipment, computers, printers, power systems, Audio-visual equipment, Ventilating, and air-conditioning equipment.
• Experience in managing staff who provide operational support for servicing of PCs, Laptops, Printers and Switches.
• Experience in customer service standards and procedures.
• Should understand training methods and procedures,
• Relevant professional level qualification or industry skill-based certification.
• Minimum of 7 years experience in various areas of Network and Systems configuration, setup, troubleshooting, planning, designing, implementation, and user support experience.
• Must have experience in the support of Ubiquity solutions, and fibre deployment and should have attended network operation workshop for bandwidth management and support.
• Must have ITIL Foundation that is current

Location: Accra

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