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

Reports to:

Manager IT and Infrastructure

Duties and Responsibilities

1. Responding to ICT help-desk and user support queries via chat, email, or phone
2. Ensuring proper logging, tracking, reporting and closure of all issues raised to the ICT help-desk
3. Training other staff members on troubleshooting and diagnosing ICT related problems
4. Writing, editing, and revising training manuals for new and updated software and hardware
5. Providing ICT related technical assistance for questions and problems
6. Resolving problems with ICT related networks, telephony and other computer systems
7. Diagnosing ICT hardware and software system errors and other issues
8. Following up with staff to ensure full resolution of issues
9. Requesting feedback  and/or monitoring calls and other methods of correspondence to improve training methods
10. Running reports to analyse common complaints and problems
11. Installing or changing user computer software to fix issues
12. Accessing hardware or software for staff to make changes and fix problems xiii.Any other duty that is commensurate with the role and responsibilities for the position of Internship in the ITI Department.

Academic/Professional Requirement

1. Should be a Kenyan Citizen aged between 20 and 35 years;
2. Should be available full time for the duration of the program (3 months);
3. Should be a continuing student or have graduated within the last five (5) years with Diploma/Bachelor's Degree in ICT, Computer Science or Computer Engineering, from a recognized institution.
4. Should have excellent computer skills and the ability to troubleshoot and diagnose PC, LAN, Printer and IT Hardware problems.
5. Should be familiar with both PC and Mac Hardware and Software.
6. Should have education experience with LAN Network Repairs and Analysis.
7. Should possess good customer service skills.
8. Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience.
9. Writing and Editing Skills to aid in writing and updating manuals.
10. Education experience in Computer Repairs and how to Troubleshoot Problems Specific Knowledge of other required Computer Systems for different work environments.

Academic/Professional Requirement

1. Should be a Kenyan Citizen aged between 20 and 35 years;
2. Should be available full time for the duration of the program (6 months);
3. Should be a continuing student or have graduated within the last five (5) years with Diploma or Degree in law from a recognized university.
4. Should have good interpersonal skills.
5. Should possess excellent communication and written skills.
6. Should have good organizational skills.
7. Proficiency in computer (Microsoft Word, Excel and PowerPoint etc.)